As a rule our transaction takes 5-20 minutes to be processed. 

If your transaction takes longer, this might be due to a wide range of factors.
1. Blockchain overloaded. There are many transactions pending including yours. The issues takes place on the Bitcoin and Bitcoin based blockchains. All you have to do is to wait. The blockchain overload doesn't depend on StormGain.
2. Coin updates. We may turn off some coins to update a client. It will take some time. Once we turn it on, you will get your money.
3. DDoS attacks. Any platform may experience such issues. In this case, all you have to do is wait.