[2020] Question regarding support-experience (mail got hacked)

Hi guys!

My linked mail got hacked recently and can't reach the provider to get the mail back in my hands (I also heard from some sources that the provider isn't really helpful in that regard but that's another story).

Since I started playing 2 weeks ago again after a break, I can't really remember my password. I contacted support at the beginning of the week but didn't get any answer. I know we have holidays etc. but I'm more curious about any experience with this kind of problem. Did someone else also have this issue? Did the support help? How fast does the support usually respond? Thanks in advance!

FYI: In my mail regarding the problem I've attached the receipt from my original purchase of the game.

If you're asking yourself why I don't just wait: I wanted to upgrade my version during the upcoming sale (got the standard one). I'm asking myself if I should just purchase a full new one or wait to save some money and upgrade my current one.

I hope someone can share information or help me regarding this topic!