I'm not really sure how this works as I've never filled a support ticket. And, obviously, I can't test if it works or not. However, and if I'm not mistaken (note that I might be, though), you do have a character on their servers the moment you start playing the game, so this shouldn't be a problem. Unless you're meaning something different that I don't understand.
Alternatively, you can try to post this issue on their forums (check the link below), but I do believe you should try to fill that ticket to get a better answer.
We strive to deliver the best gaming experiences on the internet and on your mobile phone. Play thousands of free online games, get access to free mmorpg games, online rpg games, fun online flash games, and more.
We offer free flash games in many different genres: online shooting games, online puzzle games, online war games, free online car games, free online hidden object games and dozens more.
This is the best place on the web to play online games for free! No matter what game style you prefer, we've got it here.