There have been numerous threads on the forum with titles like "MT GOX RIPPED ME OFF!!11" but every time the problem was dealt with quickly and pleasantly by MagicTux. He's very well respected in the Bitcoin community and I'm sure the MtGox team will do whatever they can to fix whatever went wrong. Clearly they're reached a new level of scale these last few weeks, so perhaps the latency of response has slowed.

Have you tried contacting them on the Bitcoin forum or IRC? Or perhaps send another email.

You can see his recent posts here and get a feel for the situation: http://forum.bitcoin.org/index.php?action=profile;u=2134;sa=...