unblock account GGG pls

Back in December, I had a situation where I logged into the game as usual and saw that my character was without my items, I was already in the endgame and I had really good items and more than 100 divine orbs. They were stolen from the account and I wrote to GGG support to check what happened, but that's not the point. It was December 25th and I received a response letter on January 11th in which they told me that my account was blocked until I change the password for the account and make sure that only I have access to it. At the time when I received this letter, I was sitting playing and everything was fine with me, at the time of receiving this letter, I immediately sent a response that I did everything, unblock it. I never received a response to this letter. On the same day, I wrote a second letter asking to unblock the account, they responded to me 4 days later with a request to indicate the name of the characters and the name of the account, on the same day, January 15th, I sent the necessary data. And now it's February 4th and I still haven't received anything and my account is still blocked. How does support work? Sometimes I wait 3 weeks for an answer, sometimes 4 days, it's just awful, I really want to play, but because my account is blocked I've been sitting AFK for a month. And why are they doing this blocking anyway? There are definitely tools to view what IP the account is currently active from and to check that no one has logged into my account since that unfortunate moment. I'm completely broken, it's impossible to get through to GGG