Charizard EX (Tera-Hyper Rare) from Battle Pass Tier 05 booster packs not in deck builder

I obtained one Charizard EX (Tera-Hyper Rare) from Battle Pass Tier 05 booster packs. But after claiming all the cards, I can not find the card in my deck builder afterward. Whereas the Basic Entei I got from the bunch is still there in the deck builder. I feel so bad, my luck clicked this time but this is outrageous. If there is no way to get a log of my claimed cards I will quit this game. Wasting our time and not getting the reward is such a shame.

I opened a ticket but they have not responded yet. Is there any way I can talk to the support team?

IGN: Lumos_LXT