Help my acc was stolen and banned

I need help, i have screenshots of everything, i try to write that in english because i speak spanish. Ok, one me send me a link i believe that e-mail was of era but was a email fake, the person stole mi account and after i enter to the game and i see my account banned, i need help but i don't know what do. I sent the appeal and emails to era but i dont have a answer in two days. I dont want lose mi account, Thanks. Oh i create that user with a secondary email because mi account is castiwhite but my email of my account is diferent