Locked out of account

When trying to access my LUNO account on 15 January 2017 there was a glitch in the two-factor authenticator app . The codes it was giving me were "incorrect" according to LUNO. I entered every new code generated by the app precisely but each time it was "incorrect". After repeated attempts LUNO locked me out of my account. There is no one to call at LUNO, all you can do is lodge a query which I did. I received an email from them informing me my Ticket Nr is [#369332] . That was on 15 Jan, today is the 31 st Jan.

I have responded to the email and tried to log new queries repeatedly to no avail.

I put R15000 into my LUNO wallet, bought R5000 worth of Bitcoin and R5000 worth of Etherium, leaving R5000 in my wallet.

I have no access to my money or my account, and absolutely no way of contacting LUNO.