There is no transfer from my trader account to my bank account

Dear Ladies and Gentlemen, I have tried to reach Poopac several times via chat to find out why you they have not transferred my money to my bank account for over two weeks. I ask them to transfer the money to my bank account immediately. But I haven't received any answer.I would like to avoid taking legal action. It would be nice if your organisation could help me to get my money back. My Poopac accout information are in the attachment. Kind regards Ludger Kullmann