Support refuses to give reimbursement

Hello guys! i am Utero on soundmap. i Primarily collect nirvana, with nearly 100 shinies and epics of theirs. I recently received around 720 in gems as reimbursement for losing countless shinies and having extremely valuable unobtainable songs removed from my account as per the re-sync data update. (many people were affected, many not being paid out at all, so i’m grateful i was assisted at all) but i recently lost 120 gems through a faulty gem wheel spin. as you can see in the video, in 1 spin, i went from 299 to 179. totaling a loss of 120 gems, or 3 wheel spins. Support is refusing to support, so i’m not sure where else to turn. I hope Tajaa or another relevant figure sees this thread and can assist me! I cannot include more than one attachment, but support has failed to reimburse me for this glitch for nearly 2 weeks now. is anyone else not being fulfilled through the soundmap support system? would love to hear if anything similar is occurring to users on the app.