It's hard to say what has happened without a game log. I suggest that you send a ticket to the support team so they can investigate this matter further. To submit a ticket, click the link to the support portal in my signature, sign in on the top right side of the page, then select the relevant category and clicking Contact Us
Please be sure to attach your system information to the support ticket so our team can assist you quicker.
Thank you for your patience and I do hope the support team will help you soon!
Pokémon TCG Online Moderator
Need help from the support team? Visit the support portal and submit a ticket!