Whiteout Survival Charged Me But Did Not Deliver Expected Items

I am writing regarding an in‑app purchase problem I experienced today in the mobile game Whiteout Survival. I play on an iPhone 13 Pro Max, my in‑game name is “PASCAL Knight” and my player ID is 736084642. Today, around 14:28–14:29 local time in Romania, I purchased the “Pack of Honor” using my card via Apple Pay. I was charged 49,99 RON, but I did not receive the items I expected from this pack. In similar packs such as “Dawn Fund”, there is a “current level preview” section that clearly shows the items I will receive, and this is what I am used to relying on. In the case of this “Pack of Honor”, only the “maxed level preview” was displayed and there was no separate “current level preview” shown as I would normally expect. Because the items I normally get from such packs are displayed under the “current level preview”, I believed that this pack was missing that section and that by purchasing it I would receive the listed items. After paying, I realized that I did not receive the items I thought I was paying for, which made me feel misled and effectively like I had been charged without getting what I intended to buy. I contacted the in‑game support about this issue, explained that I have the invoice and screenshots showing the purchase and the way the pack was displayed, but I have not received any reply at all, not even an automatic response. The lack of feedback has made the situation even more frustrating, especially since I have all the necessary proof, including the exact time and amount on the invoice. I kindly request that you either grant to my account the items I believed I was purchasing with the “Pack of Honor”, or, if this is not possible, issue a full refund of the 49,99 RON that was charged via Apple Pay. I am ready to provide the invoice details and screenshots of both the transaction and the in‑game pack display to support my case. I expect this situation to be reviewed and resolved as soon as possible.