The best solution, is never to speak to (Moderator) because is a third-service.

Moderators are not the core-team, so what they can do just forwarding messages. If the moderator doesn't get some answer there always have 2 scenario
- Confused
- Just Ignoring these and hoping disappear (because he don't get answer from the team).

Based on negative review from @OP thread, they are not honoring a deal between their partnership on some platform/service. No wonder, they not answer your question.