Don't you find it funny when you write these words yourself? If you wanted to help innocent players, you would have a dialogue trying to find out the circumstances of the game. From your team, only one answer, do not use a bot! Do you really think this is an honest dialogue? I have played many games, different genres, everywhere players want to benefit from using bot programs. In all games, sooner or later such players are caught. But when they are caught, they are provided with evidence of the use of bot programs. I would understand your evidence if you at least wrote that your account works 24 hours a day, and robs barbarian villages with the same cycle or the same villages 24 hours a day. But you can't even provide that!
To be fair to CAERUS, he's not (or at least not that I've seen) Ingame support, so he's no the one responding to tickets.
That said, from what people have said to me about the responses they've received on support tickets, the current ingame support team are not actually able to assist with ban appeals on this, and are being used as a buffer so the person, or persons, that have actually done the bans don't have to respond to tickets.