That does sound frustrating. It's strange that you didn't get a response via email but did through live chat. Definitely something that needs fixing. We've already reached out to Wild Fortune about this to ensure they improve the quality of their support!
Wild Fortune - Slow email support
Case summary
It's kind of funny. I tried to contact Wild Fortune customer support using their email but never got the answer. Although, I did get the answer via their live chat but it's still weird. This 100% needs to be fixed.