I need help solving the problem of not being able to get G points.

No matter how much I play the game, the time to get G points is not met.

However, Christian at the customer center only repeats the guidance on the "place where you can receive points" and asks you to fulfill the conditions written there.

He doesn't even pretend to hear it even if I tell him many times that time doesn't fill up.

Does anyone know how to solve this problem?

This is a screenshot I took last week when I asked the customer center to show me that the time is not filling.

While I was taking this picture, I was playing the game over and over again and again.