The Customer Service folks don’t work on the weekends, so if you put in a ticket near the end of the week you could run into a delay because of that.
They’re also based in Australia so there is likely a large time zone difference from where you are (I am assuming you’re in EU based on your comment about Euros).
There are a limited amount of CS folks, so if a lot of people are submitting tickets, there can be a wait. I’ve never had them not answer a ticket I submitted, though.
If the wait time is excessive enough for long enough, hopefully they can take on more people, though the devs on this forum likely have no control over that.
I’m sorry this probably wasn’t what you wanted to hear.