It is not that the support is so passive but rather that they lack in the number of people to handle the supports section. While you are sending them an email for support request, at the same time there may be several people sending the same request as well .
From what I read that only Stunna and Edward handle the support section and they are getting tons of request each day, your email could be missed out

P.S : atleast you could be sure that your deposits will eventually be there though since this is PrimeDice   and better not to show up your TX ID since some people may use it to claim that they account is theirs