sorry for the offtopic but does anyone know how this transfer thing is working? I mean, are they going through the "first-come, first-serve" rule or are they taking people randomly?

Asking because I sent my email on april 4, and got an email confirmation shortly after, on april 15 I had my chars transfered,

my husband sent an email on april 5, he hasn't got any confirmation yet and his chars aren't back either, even though he provided more information than me, he sent yesterday another request and opened a support ticket, and still not confirmation .. anyone else having the same problem or knows anyone having this issue?