I have a problem with my friend sending me a gift (10000GE) via Razer Gold

on 1st November 2023 (2 Days ago) my friend sent me 10000GE gift by using Razer Gold payment method everything is fine until we found out that my friend haven’t get any email that send when you have sending gift and i open my account and yeah there’s no gift i’ve already submit support ticket but no reply yet , i got receipt that comfirm that my friend already purchase with transition number, ref. , item name