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I had something very similar happen with my main account. Lost everything, still don't have access to it. I messaged support countless times only to have no response. I feel for you man and I hope they can clear this up. Goodluck.
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Have pretty much lost all hope at this point, I steered clear of anything graal related as I was losing interest in the game but losing an account I've sunk 8000 hours of playtime into over 6 years is upsetting.