Security ? what about this ?

tell me what about this :

i play PW with my sister , each with a different PC (in same house & same router) but we both use each others profile.

We are the ONLY 2 that got logins of each other.

i played sometimes with my sister's profile (veno with herc lvl 78) to grind on mobs to get easy money.

then after got good money i mailed the money to my profile (cleric lvl 71) to got more money to buy faster wings etc , and continue playing with my profile.

sudenly after several days , my sister played with her profile (cleric lvl70) and did a FB run in a squad , then sudenly a server message apeared on screen :
" YOU HAVE BEEN BOOTED "

i was playing with my profile at this moment.

it cleary means that somebody else logged in into her acount but who ??

She tryed to login again and she wasn't able to & forum login told that she was banned.

we posted here on forum ending with ticket posts.

they answered : You have been banned for hacking somebody else profile.

but we did nothing wrong. we both where playing with our profiles.

i sended a ticket back and explained everything in good details what happened & asked to do a IP check to look if somebody else logged in into her acount and did hacking stuff and if possible BAN IP that not match with our IP.

i know they can do this cause every game servers have SERVER LOGS.

honestly we are to stupid to **** and why would we ?

after sending this ticket they never sended back.

it's like they igniore us.

Result :

She lost 1 acount with many different chars in high raised lvl's and we didnt do anything. just played.

Honestly since this hapened i dont like PW so much more like before.

why ? cause we puted almost 1 year in this profile to raise high chars in lvl's & putted a lot of REAL money in this game to lose it for something we not did.

and we lost a lot of boutique stuff to.

MY Question is :

can a GM post a ticket for us with this description of what happened?

maybe they will act faster.

Sorry for the long post but i want some justice for that.
acount information from my sister : <edited> (banned profile that we want back)

chars names : thibootje - Booty - uglyclerics - ...

i realy hope this time after severals weeks waiting we finaly can have a good answer back.

thx for the help.