The staff was nice, they helped me through a dispute. I admit I lost hope and stopped replying to emails, but I didn't know that was the cause why the order stopped. Somebody from their team follow it up on me and ask if I still want to continue. I tried to contact the game team and I received their response saying the account was taken by the original owner. This was finally the evidence they needed and they refunded me although it taken a week, but they did it. It was not included the payment for protection but that is fine since I got a money back for this. Thank you to John and Ron who worked on my ticket.