my device has been banned.

[de8566]

my device has been banned from the sever ,but i have no idea what i did wrong .Then i sent a lettle to support@spacetimestudios.com,but no response yet ,when will they deal with it ?it said 'you device has been banned for violating our terms of service.banned reamaining:forever'.
sorry ,i don't know that if i shouldn't post this thread,if so ,please tell me .

NEWLY ADDED :I remembered something .I was wondering if selling gold is allowed in the game ?I didn't know that since i didn't read the terms of service .i'm not selling ,though . it's one of my friends .he doesn't know english ,so i communicate him and other players .but i don't get money from him .nothing !i just communicate .he was banned ,too .do i have the chance to be unblocked ? Please help me !