Board Thread:Dragon City Wiki/@comment-24442191-20140126230557/@comment-10090661-20140128004711

The longest response time I've seen to date is about 3 weeks. With the reported 10 million players, if 1% of the players have some form of problem, it is still 100 000 support tickets to respond to. That's why we try to only send one ticket per problem as DCW collectively. DCW has a direct channel to SP, which is why if you look around you may see one or two posts from SP, or as I sometimes do, I tell you guys what SP's response was. SP treats us as expert users, because we try to solve user problems before we bring them up to them.

However, in your case it is best if we don't generate a second request. If you are in a hurry, I may suggest that you reply to the response with a clear and polite message.

If they have a War Habitat, then I suggest you report the player. He/she will have their account investigated and maybe reset or terminated.