Romia2 Failed to Give Me the Reward for Reaching Level 30

I am experiencing an issue with the Romia2 mobile game, which I play through the App Store, because I did not receive the chest that is supposed to be given to every player who reaches Level 30. The in-game descriptions clearly state that this chest should be awarded upon reaching Level 30, but no such chest has ever appeared in my inventory.

When I contacted in-game support about the issue, I was told that I must have “dropped” the chest. However, this chest is not an item that can be dropped on the ground or lost. Despite this, my issue was dismissed without being properly investigated.

This problem has been ongoing for two days, and I still have not received the Level 30 chest. I request that this in-game issue be investigated and that the chest I am entitled to be added to my account. I also ask the support team to provide more careful and informative responses when addressing player complaints.