Swagbucks Help not responding?

At the beginning of July I started Swagbucks and within a week had enough to cash out a $50 paypal gift card. I ordered it, and during the processing time they deactivated my account. Within a day I had verified info and was reactivated but the Paypal order status shows "Denied".

I messaged help and they said "it takes 10 days to process" which means they didn't read my message because that wasn't the issue. Since them I've messaged 3 times on the same help ticket with no response.

I have since cashed out 3 times with no problems, but this one still shows denied and I never received those points back.

It says it can take longer if you create a 2nd ticket for the same problem...at this point is it better for me to do that than continuing to reply to this one that I'm being ignored on? Should I mark this one as solved before opening a new one, or leave it open?