Did anyone not get a pack after watching the Monthly Cup for more than 4 hours?

I have watched the Monthly Cup for the past several months. However, I never got any email at all after watching. Note that I did connect my Twitch account with Steam account successfully and I did watch for more than 4 hours.

I believe some others are also having this issue because last month several people did not get their packs either on this post (https://www.reddit.com/r/faeria/comments/5mpqqg/did_anyone_else_not_get_the_4_h_boosterpack_from/).

After sending an email to them last month, they finally sent me a pack for the first time and replied "We will investigate this further prior to the next Monthly cup to ensure that you do not run into any more issues. Thanks for the reply, it will be helpful for us to find a solution." However, it happened again this month.

Of course one pack is not a big deal. However, it's annoying to know I will never get any chance to get any rewards (and chance to get an egg) "every month in the future". I have sent them again and there is no reply so far this time. Is Abrakam really trying to solve this and making up for people who have encountered this? Or instead, they only passively give a pack to those who complain and spend time to send them an email?