Sorry to hear, but this thread is no longer monitored by any of the Bitvest admins, so you have to keep trying to contact customer service via submitting ticket, or maybe try your luck on the site's chat if you see any of the operators is active there.
How long ago have you submitted your ticket? From what people said here and from my own test, they seemed to be fairly quick in responding.
And as always, just double check if you've saved the back up code anywhere.
maybe because I often make tickets to contact support, but don't get a solution but my account and IP are permanently banned by the bitvest admin, this is unfair and very bad performance from the bitvest admin site
and also the sad part here is that Bitvest seemingly lost their interest in this forum(and maybe their own business here) so better to take it and find somewhere else to play.
and besides there are tons of casinos now that you can find a better option than this one.