Delayed Payment 50 euro

I made a deposit in amount of 25 euro, and on the basis of this deposit I got a bonus of 400% of my deposit. I lost all of my deposit and bonus. After that, I got an email which informed me that i got 10 euros without wagering.
Currently i have a pending payment requirement in amount of 50 euro with Neteller. More than 7 days passed since my request.
I tried to contact them via email and live chat but I havent got an answer from them yet.
The transaction ID is : 242109100