Support team doeesn't do their job.
This game is full of bug and they care only on shop player.

Exaple? ranked arena
Support team answer: Stars count, if you use your main squad on the event it give more dmg, also initiative

Where are those rules on the game?

A shop player on ranked arena did to me 4000 dmg with poison passive of main water.

I sent them the screen and got no answer.
Give up on this game. There is only one rules MONEY