Hey Greppable,
Looking into this, I can confirm that your first ticket did get a response from a game master (and not a generic or automated one). If your friend wants to appeal an account suspension, they would need to contact us themselves.
As for your second ticket, you also have received a reply during the weekend (before you created this post). I see that you also created several new tickets in different regions (EU and US), which you have apparently abandoned.
If you didn’t see the response to your second ticket, please do double-check your ticket history.