People here are just speculators or commentators and they just give an opinion also suggestions on your case.

Since their are answers has been provided then I guess its better for you to try those suggestions.

Also maybe don't expect that you can get a fast response from them, since somehow it takes time before you can get a response from them.

I guess maybe for now the only thing you could do is contact back their support then ask for the updates regarding on the case filed unto them.