We try our best to discourage creators from removing those games that were bought by at least one person. Such games should remain available to their buyers even if they're not otherwise public anymore. But creators can get around that; we can't prevent them entirely without infringing their rights and causing other, bigger problems.
As for support, it seems to be still backed up, judging by other support requests I've seen recently. I can ping an admin if you think it's taking too long.