We have a chance of getting money back

As we have stated earlier in the ticket, the shutdown of STEEM and SBD coins gateways was officially scheduled for August. We announced this action through all our official channels in Telegram, blog, Discord channel, on Twitter and Reddit. Coin support shutdowns are a common practice both on centralized and decentralized platforms. In our official announcement we have indicated the process timing specifically - from 6.08.2019 till 19.09.2019. During that period each user was able to withdraw their coins automatically.

Your ticket was created on 29 September, 2019, which is 41 days after the gateway support official shutdown date.
As it was stated in the announcement, the specified gateways and gateways support were shut down on 19 August.

Since we do not keep user contact information such as email, we cannot deliver announcements to each user directly via their personal email.

​At the moment we are considering the possibility of fulfilling your request about coins withdrawal. However it has not been decided yet in what form it will be arranged.
It takes time to come to a decision, and we will do our best to make it in the nearest time possible. During the next week we will contact you additionally.