I am having a similar issue. I am getting the same standard AI response to my issue of rebooting the game, checking connections, linking accounts etc.
Also if you go to "My Cases" there is no actual option to enter a reply or do anything other than to close the case. There is definitely no option to reply anywhere or even a place to enter this so called "unique access key" as mentioned in the standardized email response for your case number.
If you find an answer let us know because it is extremely frustrating and I understand totally how you feel.
