Finalmente recebi uma resposta deles, e por sorte, minha conta foi restaurada! E de quebra ganhei mais 4 dias de premium...
Segue o e-mail com a resposta deles:

Dear Tibia player,
Thank you for your request.

After a thorough investigation of your account we have found the deletion of your account to be incorrect. For this reason your account has been restored. We are very sorry for the inconvenience this has caused.

We have added 4 premium days as compensation for the lost Premium Time.

Kind regards,
Manina
Tibia Customer Support