Coin Theft

Hi,
yesterday I went to collect my points on website and I see 0 coins. I'm like WTH. I refreshed couple times, still 0, so I wrote a ticket in Support because I thought it was a glitch. After few clicks I see the coin gifting history (not a single action after 4 years on this account), and I see my coins went to blank character on Blackrock (instant realm). It was gifted from an IP in the freaking Belarus, and I have no idea how anybody could've gotten my account details, especially when I use different logon everywhere else, also with different password. Also I havent downloaded anything recently, surely not anything connected to warmane/wow. No keylogger, no trojan no nothing. Only thing I did was that I applied on shivtr, with allready created and relatively old account.
The point is, I created a ticket that my coins are missing, added a reply with further information that it has been stolen. And. 24 hours no answer. I don't want to sound like I'm blaming anybody or anything but I'm really wondering what's going on, because first somebody mysteriously steals my coins and then I can't even get a response to my ticket. As far as I'm concerned, coins are locked 48 hours after gifting so that is most likely my only chance to get them back so I think its only reasonable that I'm getting a little impatient.
I've read couple of posts on forums and I assumed that reaction time should be in matter of 4-8hours so I'm concerned.
Thanks for any info/heads up in advance.