Fallen Hero Ticket used - no item was given

Already submitted a ticket but hoping this will speed up the process. So I blew about 2k free gems and 1k paid gems, didn't get what I wanted so I used the fallen hero ticket to get what I wanted and the ticket has been consumed but the item was not given. What gives? I searched my entire inventory and each warehouse tab carefully and don't see my item or my ticket anywhere, relogged too. Really pissed about this since I actually spent some money and didn't get my item.

Saw your announcement that your ticketing system is down so ima bump this again. Been well over 24 hours and the item I chosen with my Fallen Heroes ticket has yet to show up. I would like to have my item delivered or my ticket refunded. Thanks.