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Try contacting the game support at https://nostale.support.gameforge.com, they will be able to help you.
You can also log in with your steam account there, this makes things more easy as they can already see the account in question in their system.
Will the top up failure also lead to BAN account?
I am in the game just to play LOD UP LV did not make any foul action
He locked my question ;(
WTF
I have top up the money with no time to pay
And report the other side of the people who still locked my report
This is ♥♥♥♥♥♥♥ ♥♥♥♥♥♥♥♥, just Cashed some Money some Hour Ago -.-