Can someone translate the info below

[Harlequin_1963]

Email from support says ( 4th september ) : We are currently investigating this issue and will write back to you as soon as we can.

Next email says ( today ) : Thank you for contacting the 'The Settlers Online' customer support team.

Apparently, you were trying to respond to a ticket that had been closed and deemed resolved. Please create a new ticket.
If you create a new ticket and wish to continue the conversation from a previously closed ticket, please make sure to include the earlier ticket’s ID number.

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I am at a loss to know why
1. there are no emails in between so where did i contact about a closed ticket ?
2. do they just close tickets and not tell you ?
3. is this game going the same way that anno online went ?

[czezz]

Ya... settlers/blue byte treat support cases as toilet paper.
I stopped bothering myself to report problems to them. Waste of time.

[BB_Saqui]

Hello there, Harlequin_1963!

Can you please PM me your ticket number for the above correspondence, and I'll take a look!

[Urd123]

It had happened more or less every time I have written. It seems that no matter what answer you got from them- you need to keep replying or they will close it if they dont get respond within 48 hours.

[Harlequin_1963]

Hello there, Harlequin_1963!

Can you please PM me your ticket number for the above correspondence, and I'll take a look!

pm sent

[czezz]

@Urd123 - when I was replying to get status of my case, they told me to stop as they are very busy investigating the case. So I stopped. In the end I ended up same as Harlequin_1963. I created another ticket to complain about it and... they just closed it and never replied back.

@BB_Saqui - I have also PM'd you with my cases. Hope you help with that?