I just wanted to leave a comment here because I've been having the same issue... for 7 months, I've made two tickets and another post here in that time but still haven't got anything back or had my issue resolved. If someone who can do something sees this they are (351539) and (368647)
Viewing post in Still waiting for comment problem fix
That's about how long I have been waiting, perhaps even longer, as I have lost track. On one of my trouble tickets, I replied and got an automated response that a new trouble ticket was opened, so itch.io silently closed my previous one. That one has probably been silently closed as well. It's becoming increasingly obvious that itch.io is hoping to ignore the problem until people stop talking about it.