To be clear, Game Masters don’t really do these investigations. That would be our hacks team for the most part. Game Masters have specific policies and procedures that they have to follow. They will look for specific criteria that lets them know what steps they need to take during this process.
As the others mentioned, these is little that we can do here. The staff in this forum, like myself, are not Game Masters and we cannot directly assist with issues under most circumstances. The best I can tell you is that your issue has been escalated already. I don’t know why they may not have told you that, if that is the case, but is under further review.