Keep on at them. It happened to me a while ago and eventually they gave me my 9 tokens back although it was very grudgingly and as though it was my fault their system is crap. They said they would refund me this time but wouldn't do it again, wonderful customer service considering it was their fault.

It's the same as trying to get tokens for filling out surveys. I was waiting for 12 tokens for filling out one and they never came so I filled out a form and gave them 2 days to get back to me but still nothing. I then started to email them everyday and then I started to email them twice a day and then eventually I got the tokens.

You only have to look through this forum to see it's full of complaints about Nordeus. The only hope we have is someone sees an opportunity in the game to improve it and to make money and buys the game from Nordeus so we can get rid of them and we can finally get a proper game.