I am having the exact same problem. I am never using these crooks again.
It's incredible how a booming business can mistreat their customers in such a shameless way. The trollbox is full of people complain ing about missing deposits/withdrawals, tickets unanswered for weeks, etc. Even if they are overloaded they should at least show a bit of respect for the people who trust them with their money and issue some kind of official statement.