Hello,
I have lost my character twice but this was due to transferring between servers. The first time it happened I was pretty new to the game so I hardly gave the GMs any info but they were able to help regardless. I also lost the leadership of my clan since I joined the same server with a new character. At the time, I think there was a lot of demand for dino recoveries and other lost characters due to rollback issues. It took WildCard about 24 hrs to contact me about the issue but I was able to set up an appointment to solve the problem. The appointment though was not until 5 days later...
The second time around, I was more experienced and had a lot more hours played than when I initially started. So when I lost my character transferring to another server, I made sure to write down the server I was going to and avoided going back to my main server so there wouldn't be any issues with my clan. This time I was able to get a resolution within the next day. At that time, WildCard was not taking any issues regarding missing dinos so I guess that could be a reason why I my issue was resolved faster?
Just be patient, that's all you can do for now. Play some fortnite.