Missing players

Monday, July 28, 2025 around 11:10 Paris time, I had a little more than 3500 shards for the Ragnarok Mighty Winter event. So I decided to take 3 players from the gallery, Touré 111, Nedved 111 and Carlos Alberto 111. I selected the players one after the other, I had the player allocation cutscenes then when I went to my squad, I only found Carlos Alberto. The other 2. Touré and Nedved were not in my squad. When I go to check my remaining shards, I see that the 1000 shards for each of the 2 players are no longer on my account. When I go to the gallery, I see that the 2 players Touré 111 and Nedved 111 have the validation checkmark, so I can no longer take them. The game has crashed. I've been making requests through the game since Monday, July 28th, but everyone I contact is just messing me around. I want and demand my legally acquired players back. As a good, paying, and dissatisfied customer, I ask you to find me a solution, thank you.