Primedice is getting thousands of emails everyday about accounts problem such as hacked and like your case. Do you honestly believe they can give instant support?
Maybe it is time to hire someone to help with the emails then. If not to solve the issues then at least sort them out to remove the troll letters etc. You can not simply say oh we are too popular and get a lot of letters so we can not give You Your money back yet.
I do not know the details about the current issue nor do i care but I personally have waited 6 days till they credited my deposit that miraculously went missing (was some time ago).
That should put things into perspective.
that is answered sometime ago, they cant just hire anybody, trust is very important thing