Sorry for the loss that befell you.
This is not their official support board and Prominerz.com account has been inactive for a long time, so I don't think they will answer you here. Also, be careful when sharing sensitive data anywhere including ticket numbers, it can trigger other people (impersonators) to claim your losses or pretend to be support to blackmail you further.
I don't know if the asicminervalue site is credible enough or not, but I don't even see prominerz listed there (seems to be delisted at the moment).