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I'd just keep emailing them but remember to keep a neutral attitude (or else they seriously won't help). But yeah, in the past they usually just changed your character name for you and then asked you what you'd really like it named to. I remember when a GM changed KYJelly to SmuckersJelly.
Then again they didn't offer name changes in the cash shop at the time. Still it isn't fair to not specify what is not allowed in names and then ban you and tell you you HAVE to pay money to get your account back.
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