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As mmo games player I can share my experience to you. 12 days is small value. Some ticket can be reviewed after year on some project. It not joke.In giuldwars2 review time relatively very fast. But 2 weeks it very very short period.

At first - do you get response mail "Request received:"? So time star from that letter. And I suggest worry after 60-180 days.

Also, you can each 2 weeks recheck it and see , may be some comment on ticked added.

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