"no one cares"...? They sent you a service request number, so someone, somewhere cares and is dealing with it.
Most likely they are closed for the holidays and/or the weekend, so Monday will probably be the best time to try.
If you wish to phone them (the best way of dealing with support) try on Monday here: Contact Support
Change your Country to Germany (or somewhere else if you don't speak German), select Technical Support and then tell them you want that service request number escalated.
But do it by phone, not email or chat as those methods are very slow.
i know about the holidays and actually i just wanted to place my question hoping to get mailsupport after the holidays. this did not work. yes, I changed to Germany etc ... selected support but got into a kind of circle, as it was not possible to choose mailsupport
I told you, wait until Monday, then phone and online chat support will be available.
There probably is no email support and in any case, that is by far the slowest method of getting support so I wouldn't recommend it.
Moved to True Key