Then you got what the trouble is? You need to clarify what causing it as soon as possible because it will be harming other parties that you mention.
You got what am I suggesting above? Have you tried it?
NO I have not figured it out.
Okay, Maybe we can help you; you can start by giving us your wallet address (if you don't mind). So we can check whats going on with your payment (pool payout) through block explorer. If you familiar whit that, you can do it your self. Have you tried to contact pool's support?