this definitely is a submit a request time. I experienced a similar issue. It took a few days, but they did honor the purchase.
There is information they’ll need to get you through the process that you won’t want to post in the forum.
[Missing Gems Purchase - FAQ / Account Issues - Casino World]
Start by clicking Submit a request on the banner for the forum.
Fill out the form and you’ll get an email response from someone that can help with the process.