Guild Wars 2

I am posting for my roommate because his account gives the message “You don’t have access to Guild Wars 2”. He pre-ordered the game at gamestop, so he hasn’t activated his account yet, since he was banned as of the 29th.

His ticket numbers are as follows:

120829-014884
120904-000694

Following is his description of the issue:

So I logged on last week on the 29th and I get a message that says my accoutn was banned. I’ve got a few emails getting my info to verify I am who I am. then one saying how to fix it but im pretty sure the one saying how to fix it was about gw1 not gw2 since it dealt with character names(a gw1 login feature) and there was a link to gw1 website. On top of the hacked account I cannot figure out how to attach my serial code to my game since I am banned. And it seems the answer to attaching a serial code has been removed from your website. Anyways I recently sent an updated email reply to the last ticket I got so check that for more details(including my serial number so you can activate my account). I just want to play so please help. Thanks. Elegen.

His Account Name:
elegen.5243