Hopefuly this helps, had same problem (I think) as you 4 years ago and Tobei told me what is going on and what to do in this scenario (basicly reset password and wait 24hours) cuz support system like always was completly useless and clueless what is the problem.

Sadly people like Tobei don't work here anymore and now you are left with "support" geniuses. (For example they told me to LOG to the game and make screenshots when the problem is that I can't log with my account )

EDIT

If your problem is same as mine and it helps you don't bother talking to support about any compensation for not being able to claim your benefit cards or events since that's what I did in this support ticket convo I had with them. Obviously they won't give you single coupon for clear bug on their end but that's just how this company is... The only thing I got was a threat that If im asking for a false compensation they will warn or ban me. Surely rank 1 account on the server would risk his account banned for plain justice 200 coupon compensation