It's not that I feel bad for me. I feel bad for the site and its customers.
How do you explain such poor customer service? It just makes the whole operation look amateurish.
I can kind of understand it in Twitch's case. They are sick of him continuing to bring up embarrassing stuff from the past that they wish would just go away, and so have written him off as a troll. But for a new player with a good reputation, playing for decent sums, and pointing out clearly verifiable easily fixed bugs on the site I just don't get it. Why promise a reply "within hours" and then stall for 8 days?
Because the staff is very small and not very knowledgeable. So one guy reads a ticket regarding a problem, doesn't know what to do, and says "bump this in 24 hours" to give them more time/have someone else deal with it. I've been asked to bump my own problems several times, but I stopped playing there regularly a few months ago so it looks like they don't even do that now, they just ignore you.