I suppose they must've; this is one of the few sites they'd actually have to work on instead of processing payouts, the occasional MCR, etc.; combine that with the low payout per order and traffic volume it probably wasn't worth it for them to keep up. Doesn't excuse ignoring valid orders, though.
Try their main contact form (http://trainn.org/contact.php) instead of the one for the specific site and see if you get any further; make sure to explain that sending support tickets has gotten you nowhere. I'd've tried it myself but I can't be bothered for a game that I ordered fifteen months ago that's barely worth $10 now.