It was actually the username lol
I'd still send in a ticket if you haven't already. That way they have a very easy way to get to your issue when you message them on facebook, instead of having to go through their emails.
They may be able to change the username for you, or give you the account back with the original username because when you made it you didn't realize that the username was considered inappropriate to them because it had that word in it, and then the fact that their system didn't have an issue with it when you created the account.
And yes you can message them with multiple accounts, but that's probably not a good idea. You may risk them ignoring you because you're sending them a ton of messages about the same issue. That gets annoying and repetitive. Plus, I don't think that'll make them any faster with your issue.