I was not using VPN, i was available to show them on skype that it was my Private IP not sure why they where claming i was using vpn.
Now i moved in a new country and logged from here as they required so they can check whatever they need to, but from 5 days the department still didnt answer me so im just waiting.
https://ibb.co/crggD2gHowever, they claim that you still use a VPN, which is strange considering that you claim that this is not the case. Is it possible that you may have used a browser that has a built-in VPN option (I know Opera has that option), or maybe you have a VPN enabled in an antivirus program (for example Norton has a Secure VPN option)?
I don't think you need to panic too much for now, things like that usually can't be solved in a few days - and it's positive that there's open communication, which means there's a good chance the problem will be solved positively for you.