[Extra long waiting time on support ticket]

Is it normal that my ticket was submitted 12 days ago and I still haven't got any response other than the confirmation?

 

Is there anyone else experiencing the extra long waiting?

[Error 3023 and account locked.]

My main account has been locked for more than a week now.

I don't know what's the exact reason behind it but I did play it with VPN on for once or two. 

 

Last week I sent a ticket through email to the support team and they responded me within a day with 'the account is banned forever and may not be assisted again' without any explanation. This is just stupid. I have seen many people got their account unblocked from this 'security sweep'. 

 

I submitted a ticket again on Monday from my main account and alt. How long does it take for the support team process a quest without just copy paste answers?  Or am I being flag and they will simply don't look at my request anymore?