Lost my GOTWIC Game

I was logged out of my game overnight and when I went to log in 2 days later, I was forced to start a NEW game. Could not get into my old game. Lost around 3 years of play and was a Castle lvl 25 honor lvl 9. All rss sites were at max lvl and most buildings to honor lvl 9. Appealed to support and got no help after sending screen shots by my game wife of my city and lord location and stats. They said to resubmit the ticket in the "right" category without any advice as to what the right category is. Any suggestions?