I know that it is just a know bug, just sharing what happened in my case. Tried to redeem my Golden founder pack and the Helgaia pet chest, and while it was redeeming both pack i got an error saying comething about connection lost with the server and got kicked out of the game. When i logged back in both the Golden and Helgaia pet chests are nowhere to be found, are they gone forever???
Hello @lavitz525,
Welcome to the forums, is great to have you here!
Thank you for taking the time to reach out to us, I’m so sorry to hear that your founder’s pack is not on your inventory.
Don’t worry, the pack is not missing, this is an issue we are aware of and has been escalated already, our devs are currently working on fixing this issue.
On the meantime, please try this troubleshooting steps: Steam Support :: Verify Integrity of Game Files , this may help you get it back right away, if not please wait for our devs to fix it.
See you in Arkesia! 
thank you for your quick reply, when i’ll get home i’ll try the integrity check from steam and i’ll let you know.
Great! Looking forward for your response.
Integrity check done and nothing changed, hoping in a fix soon. Thanks a lot 