One of the worst poker rooms, if not the worst #1, and everyone knows this. You should have not started playing there and should have tried another sites. Why do you read the other players' pesponces in internet after playing there for a while and not before doing it? That is your main mistake.
All you can do now is to
1) stay in touch with the support trying to figure out what's wrong with your account,
2) blame this site at poker forums and ruin their reputation (though I guess you can't ruin this any more, the reputation is already broken),
3) wait for their excellent mood to withdraw to you your money,
4) and finally - maybe this choice is the best if the amount is not that much for you - forget about this poker room for good and never advise anyone to play there.