Support time to respond

I made a support ticket 3 days ago, and I haven't had any response yet what so ever. I understand that the support is busy, and I am just curious wether it usually takes this long to get a reply or perhaps they just chose to ignore my ticket? I tried contacting an ingame GM to ask this question, but he just responded with a message saying that he couldn't solve the problem and I should try to be patient. He didn't even bother chatting with me..

Again, I don't mind being patient, I'd just like to know if I am waiting in vain or will they actually respond to me.

Peace