I want a solution, not only "we know it, we are sorry"

I have lost 500 gems trying to open two damned titan chest. Ten days ago I lost another 250 and you have not given me any solution.

I have filled out the corresponding request and I am still waiting for a solution. I do not want you to answer me “we know it and we are sorry”.

The question is very simple … WHAT HAPPENS WITH MY 750 GEMS?

Here is the video:
https://youtu.be/15jCvMPdOm8