Finally a reply from BI, almost a week later and it's a canned response:
JUL 03, 2013  |  04:49PM EDT
Alyssa replied:
Hey there, [Name].

Thank you for contacting BitInstant support.

We are looking further into your issue, but I wanted to reach out and let you know that we did receive your inquiry and we're working on a resolution. We will contact you when we make any progress.

Please refrain from opening additional support cases in the meantime - if you have any questions, please contact us here.
Best,

Alyssa
Customer Service Manager, BitInstant

Questions? Contact us at desk@bitinstant.com.