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I'd recommend xor@graalonline as he handles these situations. Not the classic email, well, at least that's how we do it on iEra.
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I would recommmend it to, a while back my friend had the same problem and he sent the recepit to xor@graalonline and the problem was fixed in under 24 hours. just be sure to include your full in game name and the same email that is in your account and obviously your recipt of the purchase.