Just an update, still no response.  20btc+ still frozen and no response from support.

One of the criteria of a large sports book should be open communication with its players.  If support just complete ignores messages without an explanation it hurts their reputation. 

Its understandable if they are overwhelmed with support tickets say around a big sports event, but then again they can always hire more staff considering the profit they are making.

Nitrogen states "We strive to answer all tickets within 24 hours, but during business hours it is usually much faster."  but doesn't follow through with this.

If an investigation is needed, as least they can say this will take a day, and you can except a response tomorrow, instead of ignoring customers for multiple days.

I've been using Nitrogen for a few years and have reported bugs and issues that have gotten fixed, marketing department is very quick to response, they can really be better just by staying in touch with customer with support issues.