Cashing out difficulties, need advice!

[Curryboy]

Last week I cashed out $5,000 from a site to a European Visa account from which I first deposited money into the account. However the following day I realised that although my bank account was the same my actual Visa card number had changed and e-mailed the site asking if this would affect the transaction. They responded the following day stating that 'if the credit card number has changed, funds will most likely get lost'and thus I would need to cancel the transaction that day, which I did. However since doing this (6 days) I have not heard anything about the transaction even after 2 requests for information and the money has not been re-credited to my poker account. I am becoming concerned regarding my position here, particuarly in the context of a sudden lack of contact form the site. I have limited experince in cashing out funds from my poker accounts, does it sound rigt that the funds can simply 'get lost' here? Any advice or guidance in this case would be greatly appreciated.