Thanks, I emailed them. So at least, fixing this for me is now on their backlog.
I would not jump to the conclusion that your BTC is lost. The gateway has been slow for some and can often take 24 hours or more like you've been told. But it's been used successfully by hundreds to thousands of people. They don't have a reputation for stealing funds from anyone. It would not be in anyone's best interest for them to do that, especially their own. Keep waiting and working with the support team. I know it can be a little frustrating and even unsettling. But you shouldn't be worried that the gateway has any intent to steal anything from you or anyone else. They have a very established track record and stealing isn't a part of it.
It is frustrating since I need these coins for the TenX ICO coming up. However, clearly it's better to just have my transaction delayed instead of disappearing entirely.
I read them once and they said they got good funds already and they were Monaco card competitor. The team isn't very busy here in the forum.