Terrible support, good luck with them
As someone who used to work in customer support for another game company, I can tell you that SSG’s support is tragically poor.
First of all, the support team takes an unreasonably long time to respond to tickets, regardless of their nature. Even account recovery requests - which should be a priority for any company, since they ensure the client’s return - can take months to receive a reply, if you receive one at all.
Because yes, many tickets are simply closed without any response being provided to the player.
On top of that, the agents barely read what you write or they respond with vague, generic messages. They clearly don’t seem to have any real knowledge of the game or its data.
If you want an idea, here are my 2 worst experiences:
I lost an account and tried to recover it, but the agent kept telling me they had no information about the account. Then, when I replied, they suddenly provided some information - which they previously claimed not to have - only to close the ticket for no valid reason, simply because I refused to accept their vague and unacceptable answers.
In another case, I opened a ticket about the duplication of 2 characters for 2 different people (myself and a friend). The agent replied with a macro saying it was normal, just a visual bug, and that they couldn’t provide any further details. This issue was far too big to be a coincidence, but unfortunately there was no other option than to accept it, since once again the agent closed the ticket immediately.