Yes they do, generally in less than two weeks for a reply mail and when you ask another query the cycle continues so literally it may take even months to get a solution and in some cases they mark as resolved without even resolving the issue. Because I remember few members complained similar to what you are saying and it seems they never able to access their funds.

But that may not be the case always so reach out then and yes you have to be patient until their support team contacts you.