This site truly is a headache and they do jerk the people around A LOT.
They do not even have a phone number to contact them.
One day I could not log into my account and was told I had no account with them etc.
Took me two weeks of going back and forth with them to get my account back and never got an answer to why the account was lost in the first place.
If this happens again I will turn the problem to the general consumer complaint form, address below.
https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx

There are more then a few people who are having a problem with this site.
If enough people report them they will have to answer for the mistreatment to the players.