Claiming unused GitLab username

So this has been asked a few times, but I’m not sure what the conclusive answer is.

I have several projects that I want to move over the GitLab, and set them under a group. However, the group name I want is taken by a user. The user has not been active for over 2 years, and has only a few projects on their account. Of course, if the user is actually active, then I can’t ask to change the username, but there’s no way to get in touch with the user directly.

I have read in answers to other questions that I should raise a support ticket, but then many other answers say that these requests are no longer being accepted, or that free users do not receive responses, etc. I’m wondering whether there is a conclusive answer to this. I’m happy to make a premium account in order to get support, but its only worth it if they will actually be able to help.

Thanks for any and all help!