Here's something that nobody gonna answer it for you, but i will say it because it's the truth.
Firstly, There's nobody cares about your lost in this game even staff members/or anyone else, Even it wasn't your fault what i mean is that it was the server crash/bug, They do not return your items, I know it's not fair but Rules sucks, or who ever made them seems like he's stupid.
Anyway Here's what they will tell you when you lost some items due to server bugs:
Please take a fully video when the bug started so you can prove for us, It's true, But guess what buddy, Nobody gonna record days of videos until he face a bug that he might lose his items with it, Who's ever gonna do that? surely nobody will.
Which means they telling you an "excuse" so you can believe for the next time you should take a full video so your items will be returned, But even if you do that they will not return it OR you won't take that video,
However they do not accept a screenshots, I'm not sure why but it's so silly reason, Which the screenshot shows that i lost or it was a bug that i lose due to it,
The main point here is that "no matter what happen or what you have proofs, You're items will never be returned" Because nobody cares.
Secondly About sending private messages for an staff member,
The first thing they will answer you, Listen up i was busy i'm an normal human same as you, I deserve to play balbalbal.
Then why the hell do you have your rank if you not willing to help?
Or it might be something else, That the managers of the staff teams who ever promote them, They do not take a deep look of what they do, Example, most of the staff managers for the promotion the spent most of the times to see other staff member activities in the forums, Which what they believe it's the place where players need help, Which it's false, Players just looking for one thing, Get help as fast as possible which, it's in game, not in forums,
Or it might face some times that might be busy for real, So my opinion in this case, Who even manage the promotions looking for other staff members actions, Should be take care of that, or he doesn't have enough experience for it, which i'm sure of.
alright thats all.