How long does it take for customer service to respond?

I completed Solitaire Grand harvest and didn’t receive the sb, so I contacted customer support. They didn’t send me a reply except for the respond that sends right after you send the ticket, that I’m guessing is just a bot. Then, I contacted them again, and this time they did respond, and they’re just asking for more info. It’s been 5 days since then, and about 10 days I’m completed the offer itself. Getting kinda worried here guys