Okay, I would like to try and make sure you get helped. Did you get at least an automated email when opening the ticket? And did you reply to it as per the instructions?

Yes and yes

Alright. I know the main support time has headed out for the night, but should be back again to be working on this stuff in about 10 hours.

Reply to the automated one?

It's totally ridiculous. You receive an automated mail and you have to reply it with more information that you don't know what kind of information has to be.

I am not going to spend another dollar on a game that is not capable of solving incidents in an efficient way.

Usually the emails seem to ask for that, yes

It's not asking anything in particular aside ingame ID and nickname, which I have added already when compiled the form.

The rest are informations on what to do in some cases, but mine is not between them: I need to de-link the plarium ID of the hacker from my account, so I can add a new one 

If they ask you for something, make sure you reply with it just in case.

For myself, I totally understand what you need to have done. If I could do something about it I would. My advice is just to make sure you don't sit in support limbo for any longer than neccessary.

Apologies Harlequinn, can you explain me how could I not sit in support limbo? I didn't get what you mean, sorry.

Okay, so as I understand the process, you submit a ticket. Fairly soon after that you get an automated response that asks you for some info. You reply with that info and then they know you're a real person and not a spammer, or even a hacker trying to get accounts through their support ticket process.

So I often ask people to ensure they have responded to that initial automated email, so it gets attention sooner than cases that have not been, which could be just another one of the bazillion spams and scams they likely get. That's all.

Feel free to DM with any other questions, or even your support ticket number if you have one, and I can at least check on it when they're back into the office for what is morning for them.

My issue is yet to be resolved. I finally got a message to send them the details which I did. Now today I got a random message about telling me which email is connected to my account? A week of waiting and still no results, feels like better off just quiting the game at this point.

I believe this is so they can restore your account to a different email, rather then the one the hackers already broke into.

My email is safe as long as they cannot login without verification to my phone.

Also I had this account connected to my facebook, which now seems to have reset and no way to reconnect

Please let us know if you hear back / get your account back. I'm very sorry for the wait, I'm sure it's a kick in the face after all the time you invested. 

Got another mail similar to the previous one, looks like the ticket readers has a memory span of goldfish and unable to select previous emails sent to him or there are multible individuals using the same account sending emails which is sad. Case progress is a standstill and hearing back is so long. 

After a week of begging my account to be restored, I am finally done with this game. Fair warning to rest of you going through the same situation. In short this is madness how to game or its structure is set up and not worth a second of my time any longer. Feels bad to lose that effort I put into this but it is what it is. Eyeopener for sure atleast for me. Good luck and happy quiting!

It's a shame Harri, but I feel the same way. This is not bad service, it is total absence of service.

For anyone looking, check the pinned thread for current discussion and info.