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But I contacted them using a different email address. According to the guidelines, they won't process it

Situations like that happen. There must be a way to prove your identity, but follow up with support. There's no way to get help with your account here on the forum.

Ok, it has been weeks since I contacted them and the staff haven't answered yet. I don't know if that's a normal time to take. But I'll tell you months later if nothing has happened

You could have started with that. Please read the rules of this category. They tell you how to speed things up.

Sorry for the inconvenience.
And where are these rules that tell me how to speed things up? I can't find it

...They're the rules of this forum category. You had to scroll past them to start this topic, then you had to tick a checkbox to confirm you've read them before you could post.