Gems disappear after re-open for forced close

[miyukifocus]

Two of my family members found out that after reconnecting to the RS server (before it is forced to close and cannot open), they found both of them lost 10 gems from their accounts, they are 100% sure not making any purchase or fall into any gem trap. the 10 gems just suddenly disappear from their RS, I have sent email to the support team about the problem but so far nothing hear from them yet, is that the only way I can raise my concern?

Thanks for any advice in advance. :mad: