Hello,
Please remember that you have the right to a refund when the product isn't spent and the purchase hasn't exceeded 14 days since it was made.
Addionally, support does investigate the cases. Two things should be mentioned;
1. The ticket category "breach of rules", as per InnoGame's decision, don't require a reply from moderators. Just because you don't receive a reply it doesn't mean that the support group isn't looking it.

2. Some infractions, like the abuse of glitches in Game/bot usage, will have to be taken care of at their own pace, and with the help of the programming department. Just because immediate changes aren't apparent to users, again, doesn't mean that actions are not taken to limit the amount and punish those who are using illegal software of bugs.
Thank you for your interest in the situation.