Never Respond

The game is fun. Unfortunately I have had trouble logging in for 3 weeks now to my daughter's account and cannot get assistance. I have created tickets as instructed to on their site but they have not returned my emails or tried to help in anyway. She has had her account since 2008 and have referred to the game but they dont care to help their members with a simple log in request. My daughter is sad she cannot get on to see her pets and doesnt want to create a new account and new pets. Still waiting