Database problem?

Well Ok I bought some zp(sp back then) right after the August patch and I went over to the BM and used it on the crates, and I got 4 very valuable weapons(I wont name them for privacy). My game glitched after I took some screenshots. When I logged on the next day they were all gone without reimbursement. And I couldnt send support tickets because the site was down for a while, and after that z8 took over. So then I sent some tickets and support said that they would fix it, but later they said that nothing was wrong with my account. Is this a database error? I sent all the screenshots with proof. Any way to fix it?

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