It's not 10k down the drain, they'll eventually get it credited to your account.  Have a little patience, and understand that the recent media attention on Bitcoin has caused MtGox support requests, trading, and new user verification to absolutely explode.  It's like waiting in a long queue on the phone because they "are experiencing greater than normal volume of calls" at the time.  They had 4 employees working in support last April - now they have 22, and are in the process of hiring even more.