It seems that you did not receive the help you are obliged to expect, especially as a paying user. Based on losing progress with brought crowns; it might be possible to contact Paypal for a charge back for your money. Not receiving the proper help when using money to play the game can be considered as wrongdoing from the company. You can ask a crown refund/money refund in a period of 3 months. However, be aware that when you do a chargeback it could be considered as gaining unfair crowns (in their eyes) and they will have the right to permanently ban your account as stated in the ToS (Didn't read the ToS, but pretty sure thats in there) but if Paypal agrees (Include the screenshots) you will have your money back.
If they do ban your account, it is possible to point our their wrongdoing in court; but you probably don't want to go there. xD
I hope I did help you, were, apparently the customer service did fail to do so.
Note: Under no circumstances my advice can be seen as fully correct. I do not take any responsibility for any outcome for following my advice in any way.
