Okay. Can you find out? How do I get help if nobody helps me for over 10 days now? It's not even Christmas/New Year. Why is there no staff helping here?
...There is. Far as I know, itch.io staff fields a huge number of support requests each day with a small team. Anecdotally, response times of a week or more aren't unusual. And right now it's the weekend.
But no, I can't find out. I'm a volunteer community moderator, not even on the same continent as the people who actually work at itch.io, and I don't have access to internal information like the ticket database.