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Are the support alive?

My question is why do support lie, in there email they state "We would like to acknowledge that we have received your request and a ticket has been created.

A support representative will be reviewing your request and will send you a personal response.(usually within 24 hours)." and my ticket has been sitting there unattended to for days and another for weeks, what kind of bullshit support does this game have, they ask for screen shot, you send them screenshot and even video proof and not a single reply, I have not gotten a reply and they said usually within 24hrs. is there a way to report this game?
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Unfortunatly, no. These people think that we waste OUR time trying to scam them on "fake bug reports" or so my response that took a week said. They dont care.

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