Thanks for reaching out. If a custom URL is already being used by a channel, you'd not be able to claim the same URL, unless that channel owner chooses to release it. Hope this helps clarify.
Hmm, could you please reach out to our Creator Support team? They can help you further with this: https://goo.gl/BxLi8H . Hope this helps.
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While we won't be able to change your custom URL, could you help us with the case ID of the email you've sent to our Creator Support team? It'll help us look into this further.
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