Missing character shards after purchase – crystals deducted, no shards received

Hello,

I need help with an issue that occurred today at 9:00 PM Moscow time.

I purchased a character pack for 6,000 crystals, which gave me 40 character shards. This was exactly the amount I needed for my planned roster management.

When I tried to activate the character in Grand Arena / GAC mode, the character was activated in the normal (classic) mode instead. After restarting the game, the character disappeared entirely. I did not receive the 40 shards, and my 6,000 crystals were not refunded.

Please either grant me the missing 40 shards or refund the 6,000 crystals. As a free-to-play player, this breaks my resource management if it’s not fixed soon.

Thank you.