I made a purchase of the Weekly Blue Crystal 5% bonus pack on 04-10-2022. I didn’t realize at the time of purchase that my product inventory was full. So the chest that contains the crystals never appeared in my inventory to claim it. But the 4500 Royal Crystals were deducted from my account.
I opened a ticket about an hour afterward and support basically told me to wait an hour and to reboot my PC. It has now been 4 days since I made the original purchase. I’ve chatted with 4 different customer service reps and while all of them have been nice, none of them have been able to give me any kind of update on my case. Speaking with an Amazon Games customer service rep tonight they basically tell me that Amazon hasn’t even looked into the ticket yet.
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This has happened to me yet no response yet either.
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That sucks to hear but is not surprising at all. This whole issue seems like such an easy fix…surely they have some kind of logs on the server when it comes to transactions in the shop…
I just came across this issue with Lance master being only 3 days out and it’s frustrating that because of an IN GAME issue, we are delayed of the money we spent. AGS is actually ruining another game lol
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This also happened to me on NA Mari. I really really hope they are looking into this as it is real money going down the drain. 
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I just saw in the patch notes apparently they are fixing this on the 04-23-2022 hotfix patch. I got my issue resolved finally after a week of waiting on it. But glad no one else should experience it after this patch.