have you tried to send a Private Message to him ?
BITMAINso far they are a reputable company and service,but their costumer service is terrible not only terrible but very very terrible.
(you can search in here many people complained about their costumer services)
just try to contact him and try to send a ticket again,
keep doing this for a week,many people have same problem like you.
but after doing this continiously,they're repliying it.who knows what will happen if you do this again and again right ?
at least try to reach him by PM and Ticket.
Wish you Luck