The forum isn't answered by the staff. Sometimes the administrator reads and replies to a post, but it's not very likely.
If you need an official response, your only option is to contact them by email. I know you've tried and haven't received a response, but they won't reply here on the forum, as the staff has a policy of not discussing private matters in public channels.
The alternative is to post your ticket number and politely ask the moderator to forward your ticket to the staff. You can also try posting your ticket number on Discord.