Old Character has vanished

I used to have a character on this server before it moved over to Warmane.

I also had donated/supported via the marketplace on that previous character, I downloaded and logged in recently again and found that it shows a (1) under one of the servers however the actual character wasn't there.

I have checked the account panel and it does show that a character is available to restore but will cost me another 10 euros to do it. I don't feel this is fair since I never deleted the character to begin with. Have raised a GM ticket who just told me to go back into the account panel which obviously doesn't resolve any of my issues.

Any ideas what options I have to get my previous character back?

Thanks