This one thinks you need to submit a ticket in game.

The customer services department are unlikely to see your specific post about the issue here.

Every ticket at first produces an automated response. Make sure you reply to that to get something done.

Yours with paws
Santie Claws

you need to retrieve it from the mailbox, you provavly had recieved items in a mail that came after the one with the salamander and naturally navigated to newer messages. maybe not but that was my circumstance. at least check is all im trying to say