It depends on your issue. They do respond. (Read this as: I did get a response on some issue. But not on others.)
Maybe your question is answered in the faq below, or they are not qualified to answer your specific question and do not want to commit to any answer. And maybe reread the tos or look if you can see the issue at work at some projects and deduce the answer from there.
https://itch.io/docs/general/faq
It might as well be that the answer is undefined.