Galaxiga - Classic 80s Arcade review: Inability to collect event rewards due to making payments "in the wrong sequence"

Three nights ago one of my guild mates posted in our Messenger guild chat about how great the Lucky Dice event was, with screenshots of the rewards they received - essentially a combo of purchasing the "Diamond Dice" pack and "Lucky Pass" for a total of $165.98 AUD.

Although this is a typically exorbitant price we've come to expect and endure within this game I decided it would be worth it and purchased the "Diamond Dice" pack for $82.99, rolled the dice and excitedly clicked-through and received the large amount of rewards the "free tier" of the "Lucky Dice" event granted me. I then immediately paid an additional $82.99 for the "Lucky Pass", and started to collect the first of the greater "Lucky Pass" rewards, starting at the "reward tier" I ended on in my previous collection activity.

I then realised very quickly that the reward collection screen did not allow me to scroll up any further than "reward tier 2650", and at this point I immediately contacted "Galaxiga Support" in Messenger. I explained the situation, indicated that I was unable to receive approximately 80% of the rewards my payment entitled me too, provided screenshots, my in-game id and copies of the two invoices I had just paid.

I assumed that there would be some kind of resolution to my issue. I suggested OneSoft send me the rewards I was unable to claim, or a number of gems to compensate using the in-game email solution. Instead I've had an extraordinarily frustrating multi-day "conversation" with OneSoft's support bot and/or "support staff" with their responses basically going no further than "thanking me for my understanding".

I asked for an escalation path so I could pursue the issue with a manager. "We're sorry, thank you for your understanding".

If I had understood this particular in-game restriction - the inability to scroll back and claim earlier rewards - I would have reversed my payments around and wouldn't have had a problem.

It's just so disappointing that OneSoft is unable to resolve problems of this nature in a satisfactory way, especially when I have been a long-term customer of theirs who has spent several thousand dollars on in-game promotions previously!