is the btc withdraw working with the wallet heat ?
Yes, withdrawals are processed daily, sometimes less than 24 hours intervals and sometimes slightly more.
I initiated a BTC withdraw (redemption) on April 11th and I'm still waiting.
Despite our notification to you about the issue, it's possible you didn't follow the default instructions of providing the payout BTC account in the redemption asset transfer attached message. In such cases it takes long - weeks usually - to sort those transactions out manually, but it will be done. We're still in early phases without routine automation applied to various phases of processes, thus it's very important to follow instructions to help things work smoothly. Even if you do, stuff happens and sometimes unfortunately there arise issues regardless.
after logging into my online wallet, my account shows as UNKNOWN as if it's been disabled
We can't disable user accounts in a decentralized system. You're either using wrong credentials or experiencing network issues.