Missing Arlinn Kord after update

Greistal

This occurred to a friend of mine and the one who runs our coalition: after the 2.0 update his planeswalkers were there, except Arlinn Kord (who was level 60 btw).

He tried writing to the support...
At first they asked to provide some proof he had Arlinn Kord, but he did not take any screenshot of her.
Then they asked when he had bought her, but he was unable to recall.
Finally they told him he had never owned nor played Arlinn Kord and refused to restore her to his account.

Has anyone experienced the same problem, maybe with another planeswalker? The rest of the account seems to be there (but he cannot tell for sure about every single card).

Now he does not play anymore...

But is it so difficult for support to just look at the backups done right before the update?
Why trying to reconstruct the whole history of his account?

Has anyone else experienced missing items from their accounts?

Thank you,
Greistal

Froggy

I wonder if there was a database file lost. That might explain the myriad of problems we have been facing in the game since the update...

Sirchombli

This sounds like a giant headache. I play with a pretty large group and I can say that the number of bugs we've randomly encountered since the update is appalling. At first a handful of us couldn't log in at all. One of our guys finally got logged in after about a week, but he can't join any events until they fix the issue. It is a problem on their end, and it seems to have wreaked havoc on the entire system. I feel like they've been rather dismissive about the issues, but we've been told it's being worked on. 

span_argoman

@Brigby Any comments on this one?

Rogan_Josh

Though normally i'm a bit sceptical, I have kept coming across certain cards that i know i opened months ago but no longer have in my account. Though like  your friend I too didn't have the foresight to take a bloody photo of every rare and mythic i received. 

Gormhaus

The odd one for me is that it says i dont have the right cards for ob nixils basic deck? How does that happen? Same with at least one other pw.

Magog

Rogan Josh said:

Though normally i'm a bit sceptical, I have kept coming across certain cards that i know i opened months ago but no longer have in my account. Though like  your friend I too didn't have the foresight to take a bloody photo of every rare and mythic i received. 

Ditto.  I could've sworn I had Turn to Frog in my collection, but since I didn't have a good enough blue deck to make use of it at the time, I never subbed it in.  Then one day I tried looking for it to make a clog deck and it wasn't there.  Not a big loss considering all the other options I have, but I did wonder if I was going crazy.

Brigby

Moved to Bugs & Technical Issues due to topic pertaining to support tickets, and bugs in the system.

@Greistal I received your message, and I'll be replying to it shortly.