Hello, please create a CS ticket and provide them with as much information as you possibly can, and they will be able to check your account.

https://support-center.oasgames.com/

We are not privy to the CS tickets and their process. They are an entirely separate section. Hopefully you hear back from them soon!

This is still being investigated. The system automatically states a ticket has been resolved if it is inactive for too long. I would suggest creating a new ticket and informing them of the situation.