Unfortunately I did not receive the email as shown in the screenshot above, not really sure what's the problem.
I was waiting for an hour IIRC after I sent the ticket and I was reloading my email several times, still the I do not receive it till now (I checked all my folders including spam, promotions and social)
Anyway I can confirm that the above screenshot proves that it is indeed a ticket from me as it is completely the same as what I wrote.
Is there any way to check my (closed) ticket and the reply through the website like what I can see in some other casinos?