As Dr. Dark said. It’s not a matter if you believe me or not. It is how we do things and how it is done professionally.
Especially since we handed out items with tickets like these at the beginning 5 years ago, (we were still beginner regarding hosting games) non stop and found out later that our friendliness and trust got abused with false claims.
Before making a ticket you can also always refer to our guidelines here:
If you have a video of how you lost it, then this is the only way we can compensate things like those.
Otherwise the issue is exactly like you describe:
Suddenly it’s 4. If I would have given you 5 straight away you would have gotten 1 cheated. You get the point behind the principle here. Exactly because of that a video would clear this up quickly.
We want to provide a fair server for everyone, real money supporter have NO influence on that!
Again sorry for your losses and have a nice day.