Only one person answers the support questions? Who are the people/person? Is it at a frequent hour of the day? Who responds, is a correct ADM? So who responds can play cubic castles? Because it might be harder.
Mabz replies to most of the support tickets. He gets paid to do that. Depending on the issue, its either him or another developer that tries to solve it. If you sent a ticket and you dont have patience, then wait 24 hours. Sometimes it's 3 hours, sometimes 30. 24 is a good average.