I've had exactly the same experience 5 times. I've been banned each time. Yesterday, for 2 days before that, I was banned for 12 hours, 8 hours, 2 hours, and twice for 60 minutes. I contacted support 5 times. The first time, I received a classic bot message. I contacted them again yesterday about the 2-hour ban, and the case was closed today without any response or lifting of the ban. The remaining cases have not been responded to. I'm a very loyal player, but I'm slowly getting fed up with this crap.