Accidentally deleting a character/items,

They have a zero-restore policy for items and characters. There is no way you'll get the characters or items back, even if you email support.

The Carrion Queen was a different issue and I'll explain why.

1) They keep database backups at patch time in case there is a patch failure.
2) They noticed the bug immediately after launching patch. This made them able to do a quick roll-back on the database. A roll-back of the database is the ONLY way they can restore items/characters.

That's why they won't restore you. In order to do that, they'd have to roll back the WHOLE database and affect every other player. They aren't going to do that.

Good luck. Sorry.