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Issues with my request on ticket

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Hello. I have sent a ticket around 2 weeks ago about an accidental purchase of 70 Ancestral Warrior Medals, sent that ticket no more than 1 hour after I made the mistake but unfortunately they say they dont find in the logs that I did buy the Ancestral medals and they cant restore my honors.. 70 medals is worth 140k honors, around month and half farming it and I am really disapointed that they cant assist me because "They dont find that my character bought 70 Ancestral warrior medals in the logs" and I have those 70 medals on my character, what kind of sorcery can that be?

http://prntscr.com/huibta

My ticket reference is #1017403

Thanks beforehand :)

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