They owed me several BTC worth of rakeback last year.  I opened the ticket in september 2015, they denied it for a couple months then ignored me for a couple months before finally giving me my 3BTC and status points in March 2016.  They want you to get frustrated and give up.  They don't want you to tell other players about it.

https://bitcointalk.org/index.php?topic=1322261.msg14201079#msg14201079