All supports of all online games have pre-made answers (copy/pasted ones) they feed you the first time you open a ticket. That is made as to avoid Support spamming over marginal issues (can you believe how many tickets are sent in the "why so many injuries/why my players lost a star?/why i alwais lose?" lines?).

The copy pasted messages are to cut down the tickets to the mainly important matters discarding the useless crap, or it wouldn't least a 2000 ppl team to answer all the tickets.

That said, you need to keep it calm. Getting enraged won't take you anywhere. In my previous MMPORG i fought with support for years, and they were exactly as Nordeus. Point is keeping it calm will pay out but be sure not in a week. For this cases, about a Month is needed before they move their asses.

WHat you need to do is reply to every ticket they answer keeping it polite and explaining your matter again. Alwais try to make your answer the most understandable possible, and put it in a form which is easy to understand.

"I offered in negotiation for a player for a total of 31 Token's value. At the end of the negotiation time, the player wasn't acquired but the 31 tokens weren't returned"

This should be fine.