It's one thing if it takes them 11 hours to look over stuff, but it's a completely different story if they're not communicating with you about it.  FWIW, I would think the professional thing to do here would be to request an email from you (if you haven't already given them one) so that they can at least explain what the hold-up is, if any.  There could be a good reason for an 11 hour cashout---I mean imagine if you're in a particular timezone you might need to sleep for a number of hours and then looking into this might take a few more hours.  But the lame thing is not communicating it.  That's my 2 satoshi's.

Sawdice, step up the game and tell the man what's happening!