Will Lose 20 LTCs!! Urgent! -- 20 LTC Withdraw stuck (processing) on mercatox for 4 days! HELP!!

I'm doing withdraw from Mercatox to my wallet on BiTGrail, however the process already took 4 days, and if it take more one week I will lose the LTCs because bitgrail is going to deactivate all NON-EU accounts!! my account/wallet will be deleted and if mercatox delay more one week I will lose 20 LTCs forever!

I have 2 transactions (20 LTC) that are stuck with "Processing", the red circle thing, and once clicked on "TX info", both have no network hash #. Both are from January-30:
(ID: 3E026DBDE304BDC2F7735B3F55653C82)
(ID: EB18988A163B99A9429B4EC69EA71A49)

PLEASE if someone from mercatox is reading it, help me!

heubert_river@hotmail.com