Per this announcement as it posted here: http://www.aeriagames.com/forums/en/viewtopic.php?t=2130033
Please do be patient as with the holiday, they may not be running as many GMs in game. If its gone beyond 72 hours, you can try replying to the ticket and explain what is going on.
I understand the frustration of things going on and relate all to well if things take a bit of time to get done. Unfortunately, GSes can not forward the ticket unless it was a hacked account.