This account has been permanently blocked

hello
when i try to login with my acc i got error message "This account has been permanently blocked"
although i have contacted support and GM replied that my acc is not banned from servers and i can use the game with no problem
then i have created a new acc and when i try to login for the first time i get the same error message "This account has been permanently blocked"
the i tried ti enter a wrong password for the account and i still get the same error "This account has been permanently blocked"
any idea how to fix this problem ??
thank you