lost id /psw/security link doesn´t work

i have a big problem
or otherwise my friend has a big problem
he forgot his password to his id
he tries the lost id/psw/security link but he got no answere for 5 days
he is sure he has the right id and the right e-mail but z8games support doesn´t answere
please check out
he wants his account back

thanks a lot!

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