VIP 15+ - Not receiving free hobby spins

I’m level VIP 15+ and as part of that, I am supposed to receive 10 x free hobby spins each day, when the daily rewards drop. I am not getting them 

I do get hobby spins from pet drops - 2 each day. 

I have contacted in game support, to no avail. They just keep giving me the run around. I have followed all their instructions, I have done all of these things troubleshooting steps. I have provided a video showing proof that I am not receiving them, as well as a screenshot showing the timestamp that the screen recording was taken. 

I also put all the info into AI and it came back with something called a cron syncing issue and suggested I ask support to do a manual profil sync to my user ID, which takes two mins, but they just keep sending me to troubleshooting steps, which I’ve already done. 

I have requested to escalate, but still nothing. 

does anyone have any ideas?