i think it's very humane to state that as a paying customer, i'm not happy with that reply. A known bug in your payment system caused me to miss the event, i have 380 out of 400 points that was needed, and missed those 20 cause of your malfunctioning payment system where several payments hung for almost two days. (and made several tickets then already, stating this) So I payed but missed the event, since i got the goods too late, it's not theft, but it's borderline because it's clear i didn't want the items but i bought the advancement in the event.
it is still your responsability to treat this like any other bug that caused a client to miss something, because, me as a client, will ofcourse never take the risk of ever again giving one euro to plarium. A litte customer curtosy wouldn't be too much to ask if i just payed 400€ for almost nothing, because of the payment system.
all i'm asking is to recognise I missed those points because of the payment system, i don't care third party or not, i payed to plarium and you are responsible for delivery (i own a company myself also, same rules apply to me).
plarium will lose hundreds of euros that i would have invested in future, and I will continue to elevate this ticket until someone acknowledges this, unless plarium just take a little responsability and treats this like a bug where i missed the reward because of a malfunction on your side.