Please assist with game transfer

[ptong]

We've tried transferring the game ourselves but no success and have written in 4 times including screenshots of existing game to be transferred out. Please assist. Its been over a week? Previous transfers took no more then 48 hours. Appreciated thanks!

411 162 807 going to 656 508 568 (new) - much appreciated. Emails started on April 19 and responded by a 'Adam'.

Thanks once again.