How long does it take for Illumix to ‘analyse the issue’?

Recently I lost my special delivery account after reinstalling the game, I got into contact with Illumix support and provided the information regarding my account. They told me I may take a while to ‘analyse the problem’. That was back on the 19th May, and I haven’t heard anything regarding my account. I get Illumix is a small, new company, and they may be dealing with many other accounts too. I am just concerned, does this usually take this long? And has anyone else had this problem?