BTER is not responsive to emails--at least in my experience.    After some of the coins I sent them weren't credited to my account, I sent an email to both their admin and support email addresses asking for support, then waited for days.  When didn't hear back, I sent a couple more emails and waited a few more days....still zero response.   

I know Cryptsy has a slow clunky website, but at least they respond to support requests.