Jagex review: Hacked and banned

Account was hacked, banned for botting, then appeal DENIED! So I lost my account a little over a month ago and couldn’t figure out how to contact support. Every time I tried logging in it said I would need to use my Authenticator to log in, with the issue being I have never set one up, so it was obvious to me someone stole my account. About a week ago I managed to log in using my steam account since it was linked and saw that my account had a Perma ban on it. Since I was now able to get into my account I also saw that a new email linked to the account.

After starting the ban appeal process I managed to get in contact with support and they helped my get my account back to my email and set up with my own Authenticator which was great. After a few days of waiting I saw that my appeal was denied, which makes absolutely zero sense to me. They can surely see that I have always signed in from the same IP address, and they even helped me get the account back. I’m honestly so confused how the appeal can be denied and then you’re not allowed to contact support about it again.

There is zero chance that an actual customer service person read the appeal or even attempted to help. The issue is that I really enjoy the game but the company doesn't want to deal with players that get hacked.