My Account appraisal Grade is too low

[smoky rune]

This is my personal account since the release of game launch . My account is constantly top-up and pull every season top-up clear x2 ; I have more then 60-65% of all characters in game with more then a few dupes details below extra info verification :

My Account appraisal Grade is too low

Cannot remember the exact date the game released ; I started playing near October/December 2023 : from verification date on my review after the first 300 hours review i did more then 2 years + ago old account

Progression Appraisal : all current legendaries & Dupes of Season 1 / all current artifacts of S1 / items badges/ banners progression

I find it impossible to believe I would have SAME RATE as a new player Level 1 Account of 2000 rate... as a 2 years + account progression of multiple seasons since near start of game launch release...it looks bugged

My user ID for verification is : 1431031503353021440 ; if the above proof is not enough
Keep in mind this is at least 5000+ $ investment account progression in 2 years + its not a F2P account

Also 1 of my legendary characters from S3 is missing the Aura Legendary Lizard that was atk/critrate/critdmg recommended that did bounce attack on enemy character ; forgot its name that was also on recommandation with Lincos & Aemonleyda it does not appear in any season on my character progression :
In Season 3 & 4 i was clearing Pillars Tower Radiance/Lighting with him and the Aura team for 2 seasons + 1 rerun ; from previous experience
He does not show as removed or in the TBD list either

[wicked palm]

Some heroes are not in there , true, but it is known and listed on their todo

[smoky rune]

I am missing Shalah

i had 1 copy of Shalah ; he does not appear as Removed/ or mention as Soul like Scharlach has the rotation circle ; I remember pulling Shalah in Season 3 or Season 4 whaled for it on a Blessing banner cant remember the exact date was using it a lot with Lincos and Aemonleyda for years

i checked in TBD too his not mentioned as To Be Decided

was he removed the game ? and do we know if we get a soul from him or something ? at least a compensation for people that invested pulling him

Also @wicked palm is it normal that my 2-3 years + account old with lots of progression milestone and achievements to be same Rate 2000 S as a newly created F2P account that i made on a different mail ? from my whale account that I most likely invested a lot of money 5000$ approximately ?? Since started playing the game

[eager rune]

Dear Traveler,
Please provide the entry point you used to participate in the valuation (e.g., veteran player/US region veteran player), as well as the nickname of the account you selected for the valuation.

[smoky rune]

Veteran player EU region ; Wavepath nickname (old nickname i had was Nixieed)
ID : 1431031503353021440 ; currently playing on Reborn 27 server

[eager rune]

Dear Traveler, thank you for your patience. I'll forward your case to our dev team and they will do their best to work on your case. I'll get back to you as soon as the result comes back.