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Unfortunately, I did not have the perseverance back then after repeatedly getting the standard chatbot reply. Thinking that no one is reading my complaint, I just gave up.
Apparently, from what I have read so far, they will response to you if you press on.
This is a system glitch that has not been fixed after so many occurrences over the years.
So, don't give up. Press on and you stand a good chance to recover your lost gold bars.