You have to keep contacting them over and over and over again. They are slow to respond. If you have some 9 digits case number from them, CMs here might be able to check on things. You may have to PM them.
@LadyRaffie@Lola_Pop , @suzekit attempts to contact support repeatedly seem to be going in vain, she's been waiting for 13 days. Hope u guys can help her get back the reward she deserves. 😊