Bigpoint said this to me too after i got scammed here i asked them to give account back they said NO!

But kara?, said he/she could get it perma suspended if i gave this information like yours i did & 2 months later the account still in 2-7 botting...
Last email recieved 19th November "Hello,
Thank you for your patience. I have received word back the account is now permanently suspended as reported stolen.
Sincerely,
Kara"
You can see
EDIT:account is now perma banned