Administrators doesn't answer for tickets?

good afternoon,
i wrote a ticket (28th feb) to 4game support about my lost account, and they doesn't give me any answer till today. it's 20 days... i know that they probably have a lot of work with keep server on,patches and a lot of other tickets etc. but how long does it take +/- for any reply from them? anyone can help me with that?
regards

question ref: 2321-qsgl-8593

 

they reply within 10 days. by the way, i've transfered your issue to the staff, hope you get an answer this monday.

 

ok thank you, i just need to be more patient

 

same problem

 

maybe they are on vacation?

 

unfortunately they are not
there are still a lot of tickets about character transfer (lilith)
please be patient, support team doing everything they can to push everything forward asap!