My expectation is that BB would refund lost items.
If only one player is affected then it is a very small task for the support team.
Are other players losing items in the same way but not realising it or not bothering to contact support knowing it will be a pointless exercise?
On the ingame help tab players often ask for advice on 'glitches' and are normaly advised to 'open a ticket with support' never are they told to just ignore it as support will do nothing and fob them off and close the ticket without offering a resolution.
If as said above that it's 'a free game' and that support cannot be expected to spend time looking for the fault then What is the point of support tickets?