[urgent], no case can be created

Anyone can help confirm if this is normal???

I appeal my banned account or select other topics like refund etc.. No active case can be successfully created. May I know if service team can receive my request without any cases created.

I believe I follow the rule of EA and I follow the guide as below.

https://help.ea.com/en/help/account/information-about-locked-or-banned-or-suspended-accounts/

Anyone can help confirm if this is normal issue????? What I want is to recover my account. Mistake ban strongly harm the users' heart.