Lost Game Qualification

Recently, I purchased the qualification for Exile Road 2 on the official website, but the backend deducted my payment twice and refunded me once. Now the result is that I paid $30 but my game qualification is lost. I sent an email to customer service but haven't received a reply yet. I am very sad now. $30 is my weekly living allowance, and my playtime is less than half an hour. I just want a refund and hope the official can agree to my request.