Assistance required: Case ID #312779

Hi SereneBeam and Rosen (or any other Nexo moderator that can help): I have been trying to get someone to assist me with case id #312779 since 14/02/21 and have not had any response. i posted a request last night and received a message from SereneBeam last night but it appears as if it has been removed? Would really appreciate your help, thanks.