It appears he tried reaching out through site support and got no immediate response, so he came to this forum, probably tried reaching out to one of the representatives. I am not sure which account but
BC.Game Support who usually deals with such issue has not been online for the last 4 days, thus the reminder in this thread.
BC.GAME on the other hand mostly deals with promotions.
I may have missed the part where he mentioned his other attempt to reach the support via the site and not getting a response from them, but still that is OK and making this comment here in the ANN thread is now a forum reminder and when the representative come online, they will likely attend to his issue to get it resolved.