AmCan, I have a very similar story. Wrote to them in January asking where the payment was and they said I had to open a player account. This requirement for download sites really annoys me as I now have to pull out the old WinXP computer (I use a Mac now), download the software, join etc. The payments were transferred to my player account and now I have to deposit $20 via NETeller to confirm the account and then I can withdraw the funds, including the $20. So much effort for about $60 that I don’t know if I can be bothered with it.
Can’t help you on the contact side of things because I’ve just looked at all the emails I have received and they are all signed with things like, “The True Poker Crew” and other nameless BS.
Another reason to avoid them is they openly allow rakeback. Unless you are an affiliate that uses this functionality.