My girlfriend's account has been banned, and she cannot even appeal that

Situation: Account of my GF has been banned with reason "advertisement" (she saw this in her profile page on site). But she don't advert anything ever. We just played in WoW together and enjoyed. Before this.

Why i'm write on forum: when she tried to send ban appeal in "Support"=>"Create Ticket", she cannot select Ban To Appeal, because this dropdown is empty. So she cannot appeal her ban!

Maybe her password have been stolen, and somebody used it for advertisement.
Her username is "sevrvich"

Please, help us with this problem.