[2019] A Two Day Reinstall, a Fresh Eye's Reaction from a long time player

I sincerely hope that there has been a misunderstanding on your side.

The tickets weren't closed, support just've said that they needed some time to check the situation, and it probably had happened because you've created two identical tickets, and one was closed and merged with the other. Please have patience. UPD. And it seems the issue was resolved in support.