I don't think toonslab support is bad at all, they have always replied to me 100% and they have uplifted so many of my bans early.
Zadix point was that if you over react enough to the point where you bring in legal threats, they aren't going to take you seriously.
Just because someone has a lot of hours and has spent money on the game does not mean you deserve special treatment, no one is above the law.
Also, your second ticket was tagged as resolved because they already made their judgement by deleting the first ticket and so they are not going to look at it anymore.