I recommend to contact the outside support (using the web form). But you should explain first on your message why you are contacting them outside of game, otherwise they will just redirect you to in-game support. Then after that, compose the message of your issue, attach screenshots too.
The last time i contacted them outside, i received a very fast response and solution. It was about losing diamonds, and i was impressed of how quick their turn around (like few mins. only) i was able to get back the diamonds i lost.
Hopefully works out for you too.