I was all set to write an angry email about not getting an answer from PlayNC, but then I found that I had received an answer, it was a very promising one, and Gmail had for some reason decided to hide it from me.
So at this stage, bearing in mind my issue is not yet completely resolved, I am cautiously approving PlayNC support as being probably awesome.
UPDATE: Apparently my support ticket has now been "escalated". That's good, right?
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