my item vanished

i was playing rbg with my paladin ,, as usual i play with 1h and shield for hpala till i decide to burst witch is the time i switch to my 2h weapon .
so i got in to the fight with some warrior , got him to half hp - got my 2h weapon equiped and poped wings ,, some rogue showed up and they killed me .
i got respawned and when i tried to equip my 1h and shield back , only my 1h showed up but my shield is missing ,,
after rbg was done i checked my bags , my bank , wen't relog , nothing ,, thing is just GONE..
i opened in game ticket asking about it , game master is like "uhh, , bad luck.. we aint doing damn thing about it tho "
so i'm asking you .. is that rly how you gonna respond ?
my shield (that i got for coins and i got it in my marketplace history Item Wrathful Gladiator's Barrier 18 coins Icecrown January 1, 2018 at 1:10 109.245.130.108, even got it on my backup file) just vanished cos of your server and you are not giving it back even tho i have every single proof of it ? ,,