Greetings 2all !

Today I requested BTC withdrawal from bter.com.
I did it before and always it took several minutes for the TX ID to show ip in the blockchain and up to 1-2 hours to gather confirmations.
Now after 5 hours TX ID is NOT in the blockchain although I see TX ID in withdrawal log on bter.com.

So, my questions are :

1) Have anyone experienced similar issues ? How they ended ?
2) How well bter.com respond to support emails ? Still no reply.