there is bug or eror while maintenance, i get recharge

Hadi

[backcolor=rgba(255, 255, 255, 0)]please respond this message..

hi admin, or arthur , i have account in server 28, nick name: ZhugeLiang.
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story:

at 11:00 am , 5 febuary
i spend 110.000 idr rupiah and 220.000 idr rupiah.. i buy 2 different mallpoint voucher,,
i have copy invoice that i buy voucher this evening

at 11:30
i am use my mall point voucher to exhange via www.heyshell.com...  both voucher is succesful and then i forgot look how many point mall i get. fastly i click play cotk.. and the result i can't play because maintenance untill 1:00 pm

at 1:00 pm
i check via website that my account only get 8 point point mall... which one is really big different..
i am loss my 250.000 idr rupiah untill now...

[backcolor=rgba(255, 255, 255, 0)]my question is: is it error while maintenance i get recharge and eror result?
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untill now i am already use 8 points mall for event that almost over..
please i just want your explanation and caring for me as a member of this game.
because i want to buy recharge gold again. if this problems doesn't solved, i think i am trauma about this game system
i think this game is very good. excellent so please don't make your customer dissapointed..
i just want a fair game play... i use my money to play this game so i deserve get fair result,

Athur

Sir, due to the personal info may refer to, pls send the PM to our FB and email, once we receive, we'll handle with that at once, thx for ur understanding
FB: https://www.facebook.com/ClashofThreeKingdoms?ref=hl
Email:cotk@corp.heyshell.com