We are sorry to hear that. First of all, don't panic, we are here for you. Your funds will always be 100% traceable either from Mr Green's payments department or the payment provider (middle man between us and your bank) depending on where the funds are located.
Kindly keep a note of the different timeframes for receiving your withdrawal as per below:
Credit Card: 1-5 Working days
Bank Transfer: 1-5 Working days
Trustly: 3-5 Working days
Skrill: Instant (Occasionally this may take up to 2 days)
Neteller: Instant (Up to 2 hours)
Paypal: Instant (Up to 2 hours)
Paysafecard: Instant (Up to 2 hours)
Kindly do allow the full bank days (up to 5 bank days, excluding weekends and public holidays) to pass even if it normally does process faster as it could be that the money will take the full transaction time to be received.
If more than 5 bank days have passed, please contact customer service with a copy of your bank statement from the time the withdrawal was requested to the present moment in order to ensure we can see the money has not been received. There is no way you will not receive your winnings.