Missing HUT Rivals rewards 29.8

I've been in contact with eahelp since Thursday, chatted live many times, received emails, the last one was supposed to be an account verification email, which never came. is it so that these rewards are impossible to get afterwards? 

in the chat every time a new person with whom to start the case all over again...

Hello, @tjplava 

Rivals rewards are released on Wednesdays at 2 PM PST.

i know when the rewards are supposed to come, but it still hadn't come yesterday either... almost a week has passed. I haven't checked yet today. 

eahelp said that the prizes have for some reason been missed even though they should have been.  they are investigating the matter. and it's not the first, maybe second or third time this has happened, but I haven't asked about it before

@tjplava 

Did you play at least one Rivals match or did you only play HUT Champs games? If you only played HUT Champs, you won't get any Rivals rewards.

I know that too, I played both last week and I think I was at diamond level. just checked, still nothing.

@tjplava 

I haven't seen any other reports of this so we're not aware of any issues. Please open a case with an advisor so they can investigate this. That can be done here. Thank you.

This came 29.8

@tjplava 

It looks like you need to verify ownership of the account with the advisor before they can help.