I don't know if this is true but given the volume of people that's requesting a refund and are angry at Betnomi, I think that you shouldn't base your belief in Betnomi by their response time to their emails because they're getting a lot of hatemails already and it's an instinct for them to ignore it and basically your email is probably drowned in spam and hatemails from other players. Maybe you can hope that you'll be able to get some response from them now that you've exposed yourself.
Betnomi is currently pursuing the people that have stolen what's rightfully their's in the form of codes and systems. Cheating using your parent's name is kind of a crazy stuff, only way to absolve these duplicates is either deal with it or let it ran way.