thedance is pointing out that we have no idea of the inner workings of Citrix, and how they staff their projects. It's not completely unreasonable to believe a non-core project has minimal staffing levels.
Consider yourself lucky, any account i create without a phone is immediately flagged\blocked and if i do use mine(personal), i get asked to add permissions like the parent said every single time.
was the account you created with your personal information? because if you create a throwaway it will be flagged immediately, but if you use the image of a friend for example, you can continue for a couple of hours before getting flagged