Couldn't Claim Item In Mari's SS

This issue occurred here at North Eastern Kharmine Server around 6 pm eastern on 5/29/202
I went to purchase a legendary rare x 3 card pack. You took the crystals from the account, but didn’t give me the item! The claim button wouldn’t respond. Before I had received an error message about the shop being busy try again later.

Those purchases went through though and I was able to claim those items. However, this last card set would not allow me to claim it and when I was told to reconnect by tech support, it poofed from the claim window when I went back to the shop from reconnecting. Unfortunately, it wasn’t in my inventory space. Wishful thinking

Love the Game, Love the Effort
Cenacolo chlvl 516

This might improve the description of what happened at the time of the problem.
a copy of the chat log from tech support representative Ebuel.

You are now connected to Eubel from Amazon.com.

Me [6:07:53 PM] : Issue: Lost Ark - Purchasing: Steam or In-Game Purchasing Issues

Eubel [6:08:05 PM] : Hello, my name is Eubel. I’m here to help you today.

Me [6:08:17 PM] : Hi I’m having an issue with a purchase in game on lost ark. Screenshot by Lightshot

Me [6:08:31 PM] : that’s the error I’m receiving

Eubel [6:08:52 PM] : What error are you getting?

Me [6:09:17 PM] : it’s frozen

Me [6:09:18 PM] : Screenshot by Lightshot

Me [6:09:26 PM] : it wont let me receive the item

Me [6:10:59 PM] : it wont let me claim the item, earlier it said something about the store being busy try again later

Me [6:11:46 PM] : this has never happened and I’ve never had an issue with this game

Eubel [6:12:32 PM] : What are you purchasing in game?

Eubel [6:12:42 PM] : I am sorry, I can’t view those images.

Me [6:13:43 PM] : you cant?

Eubel [6:13:51 PM] : Yes.

Me [6:14:05 PM] : in Mari’s Shop

Me [6:14:18 PM] : I purchased a legendary rare card pack x 3

Me [6:14:26 PM] : i try to claim it

Me [6:14:47 PM] : and i push the button to claim it and nothing happens it just presses down and nothing happens

Me [6:15:38 PM] : it’s still sitting there waiting for me to claim it

Eubel [6:15:40 PM] : Logout then login back.

Me [6:15:46 PM] : ok

Eubel [6:15:48 PM] : File Integrity check

Eubel [6:15:48 PM] : Go to STEAM LIBRARY

Eubel [6:15:48 PM] : Locate your game

Eubel [6:15:48 PM] : Right click on your game and choose properties

Eubel [6:15:48 PM] : Click on LOCAL FILES and you will see option to VERIFY INTEGRITY OF GAME FILES

Eubel [6:15:57 PM] : Do the file check as well.

Me [6:17:45 PM] : all validated

Eubel [6:19:55 PM] : If that is the case.

Eubel [6:19:59 PM] : Here is what we need to do.

Eubel [6:20:12 PM] : I need you to submit a report on forum.Please use this link.

Eubel [6:20:12 PM] : https://forums.playlostark.com/c/bugs-a…(See full link)

Eubel [6:20:12 PM] : Follow this TEMPLATE

Eubel [6:20:12 PM] : -What SERVER did you experience your issue on:

Eubel [6:20:12 PM] : -What is your CHARACTER name in Lost Ark:

Eubel [6:20:12 PM] : -What REGION are you in:

Eubel [6:20:12 PM] : -Describe the issue you are experiencing:

Eubel [6:20:12 PM] : -Please include a SCREENSHOT or VIDEO of the issue that you have experienced:

Me [6:20:46 PM] : i just relogged

Eubel [6:20:56 PM] : Follow the instruction that I have provided please.

Me [6:21:02 PM] : Screenshot by Lightshot

Me [6:21:35 PM] : the link i provided is a screenshot

Me [6:21:57 PM] : the item is no longer there

Me [6:22:08 PM] : and it not in my inventory

Me [6:22:25 PM] : poof

Eubel [6:24:36 PM] : Here is what we need to do.

Eubel [6:24:36 PM] : I will create a ticket regarding your issue.

Eubel [6:24:36 PM] : I need you to submit a report on forum cause I need that for ticket.

Eubel [6:24:36 PM] : Please use this link.

Eubel [6:24:36 PM] : https://forums.playlostark.com/c/bugs-a…(See full link)

Eubel [6:24:36 PM] : Follow this TEMPLATE

Eubel [6:24:36 PM] : -What SERVER did you experience your issue on:

Eubel [6:24:36 PM] : -What is your CHARACTER name in Lost Ark:

Eubel [6:24:36 PM] : -What REGION are you in:

Eubel [6:24:36 PM] : -Describe the issue you are experiencing:

Eubel [6:24:36 PM] : -Please include a SCREENSHOT or VIDEO of the issue that you have experienced:

Eubel [6:24:36 PM] : Follow that template on create the thread

Me [6:25:12 PM] : Ok

Me [6:25:23 PM] : Thanks for your time

Eubel [6:26:20 PM] : Thank you for contacting Amazon Gaming Support. If you need anything else please don’t hesitate to contact us. Please end the chat now.

Eubel has left the conversation.

After logging in an hour later and going back to the shop to select another card pack. I selected a new card pack to purchase to make up for the one that poofed from the claim window after disconnecting from Kharmine server North East.

So the card package was claimed after I made another purchase and there is no reason for reimbursement. Thank you for your time Eubel!