Did not receive a reward for the purchase of The casting of frank stone

I bought the game, activated the reward on the behavior website, and also decided to immediately enable cross-progression. After completing these actions, I started the game, my balance was completely zero (auric cells shards, blood points). After the second launch, everything was also zero, but I was given rewards for the game. But since I was scared by the fact that everything else is zero, I restarted the game again and all the points appeared, but the rewards for the game were gone, they just don't exist. No 2,000,000 blood points, no clothes, no banner.
How can i get my rewards or what should i do?
My friend told me that in invite window he see 2 my accounts with same nicknames, but the second one is written in small letters, what is strange. (I have only one DBD account, we think that its might be this empty account with no points, but how can i get access to this ghost account)