I haven't received the reward for defeating the Night King

I haven't received the reward for defeating the Night King.

Some accounts have received both the ranking reward and the Sapphire Dragon Source.

On the other hand, there are accounts that have only received the ranking reward, and accounts that have not received either the Sapphire Dragon Source.

I have contacted support many times, but they just insist that it was distributed by email and will not help.

The Dragon Source is not something that is sent by email, but I am told that I will not be able to receive it if I do not receive it by email.

I need someone to help me.