What they are doing is having you set up a temp storm ID. They will then move your real storm ID and games back to your device.
To set up a temp ID in dragon story go to Menu-overview-profile there you should be able to set up a storm ID. Once you make a new storm ID go back to support and let them know the temp storm ID you set up.
If this does not work, can you send me a private message with a copy of the email you received from support? (click on my name and choose send private message)