My case is on ,, Waiting on player" but no mail in my mailbox

So I did multiple cases bc my account got hacked and banned. I have done 2 last year in October and both got closed without a mail received, the other 2 now have the status ,,Waiting for player " but again I don't have a email received from you, not in my normal box nor in my spam. And I would like to get an answer at least please...