I am having the opposite problem going from Android to iOS. Got in touch with 2 reps today got disconnected both times. It will not let me connect to those old cases or start a new case. This really stinks. This is the only game I have not been able to merge, and have spent at least 3 hours over the past 2 days to try to get help.
I had the best luck in chat. Try to get on right when they open. It took me 4 different reps to make progress and even then required a 5th rep to finalize everything. I had to log off to collect 5 proof of purchases in the game as a security step to verify the transfer of a high value account. You need to be persistent. Ake sure you have player ID info for the original account. You might need to start a new account in the new format. I had to create a new Android account that they overwrote with my original iOS account. I assume the reverse would be similar.
