Submitting a request or using the banhammer email are both acceptable. The wait time may be a few days as lots of requests are coming in for various questions, feedback, and issues. We are working hard on reducing wait time for tickets.
If you do not yet have a second character, you can create one and withdraw all the money into cash to keep it separate for now. I apologize for the inconvenience, and please stand by for corrections to your account and a permanent fix coming soon.