Did they stop unlocking locked items on request?

Sent in a ticket today so I could unlock my weapon/shield to sell, but the GM who responded told me that they don't unlock locked items. I was under the impression that you could send in a ticket to unlock your items whenever you wanted, and it was just a security measure so that people couldn't randomly hack you and xfer stuff off your account (or drop it out of spite) at will.

Is this a new thing or did I just get a crappy GM? A friend of mine unlocked his EStaff early last year, but that was a while ago.

They stopped doing it long ago.

Does that even make sense though? Because if a hacker got access to your account, he could send the same ticket, making guards useless.

They stopped doing it long ago.

Ah I see, thanks.