I had a problem with this a few months back just a few months in to when I started playing here. I can provide you with a few suggestions regarding the next steps to take. I found it quite frustrating so after I managed to remember my password I began to note down all of the passwords I used for the characters. Anyway, I'll post some suggestions below and hopefully they'll provide some help:
Suggestions
• Try and contact TommyB or a Lead Administrator IG or on TS. I imagine Tommy is your best bet but he is usually quite busy, however it is worth a shot.
• Try and think of all the passwords you would have used for your character and try and enter them. It might work, it might not. It's also worth a try.
The best thing to do is try the above suggestions or just wait patiently for your support ticket to be accepted. The tickets usually take a while to be accepted and looked in to, which is understandable if you think of how many people must make support tickets for various different things.
The suggestions I provided might not be useful or practical but they're all I can provide on this matter unfortunately.
Good luck and please keep us updated.
If you need any more help please feel free to PM me.