Help Player banned for accidental double gem purchase

This post is not a complaint or not for the purpose of slamming support.......just simply at a loss on how to resolve the issue. I have browsed the forums and see hot headed remarks, not clear instructions on how to clear the matter of the auto lock on acct issues involving finance with a double charge obviously linked to server lag? As we tend to want everything now and the game insist that we strive to learn patience, so at every opportunity find ourselves clicking a button again in hopes that maybe this will be instant! I must not have clicked the button right? I'll hit it again to be sure ooops now I have a huge problem......I can't log in......What is going on? I'm banned? why? what do I need to do to fix this?
Our dear friend and guild mate is stuck on the outside at a loss for what to do and we are at a loss on how to help.....
If your a player that has been through this and knows the steps to clear this issue, please help and post the steps for us
If Mod or Admin please help we need clear instructions as player is still blocked (I do have copies of all tickets etc. if that info is needed)
ty so much for any help
DavidM

I am the banned player. I received this message back on 3/20/12 regarding my accidental double gem purchase on 2/25/12"

"Hello Tinks,

I would like to apologize for the lateness in the response to this issue.

I have refunded one of the purchases you had made on the 25 of last month. The gems will not be subtracted from your account, if you do notice any gems gone please let me know.

I will also be adding 500 gems to your account because of this situation.

Castle Empire Support Team"

Shortly after receiving this response, I was banned from the game. I responded to that particular ticket immediately and made a new support ticket. I've since made another response to that original ticket and placed 2 more tickets to support. It's now been over 48 hours and I still haven't heard anything. =(

I don't know what else to do. Any help would be greatly appreciated =(

Ty so much support for your efforts to resolve this issue and unlocking the acct......still uncertain as how to advise other players in a matter like this other than help support help you and don't blame or blow up at them......Just a thought :)

Yes, I'm finally unbanned =). Still didn't get a response personally, but thanks to all my guildies and especially DavidM for going to bat for me =D

YAY!, good for u