Hardcore characters lost due to exploding ship timer bug (video proof included)

Hello,
I would like to report a serious bug that caused the loss of two Hardcore characters: Vellisto and Hanvox.

While exploring the ship that is set to explode after a countdown, the timer at the bottom of the screen froze. The ship exploded before the visible timer reached zero, giving us no chance to escape.
Both characters died instantly despite the timer still showing remaining time.

We submitted an in-game bug report as well:
Bug Report ID: #512945253

Here is the video clip showing the exact moment it happened (public link):
https://kick.com/velmajin/clips/clip_01KA17QXGC0B4AZMK0DVXE9ZQH

The footage clearly shows that the explosion triggered too early, before the countdown ended.

Since this happened due to a bug and not player error, we kindly request a review of this case and the restoration of both Hardcore characters if possible.

Thank you for your time.

Hello, I would like to kindly follow up on this issue, as it has been several weeks without any response.

The problem remains unresolved, and the Hardcore deaths caused by the premature explosion still have not been reviewed.

Since the original report, I have gathered additional evidence confirming that the countdown on the exploding ship was indeed malfunctioning.

Here is a new clip recorded later during gameplay, showing how the timer is supposed to behave when it works correctly (public link):
https://kick.com/velmajin/clips/clip_01KBGX9AAAS6FGY8RSTCKG1FPS

This makes it even clearer that during the original incident (Bug Report ID: #512945253), the ship explosion occurred before the countdown reached zero, which directly resulted in the loss of two Hardcore characters: Vellisto and Hanvox.

For reference, here is the original video proof again:
https://kick.com/velmajin/clips/clip_01KA17QXGC0B4AZMK0DVXE9ZQH

Since this was not player error but a multiplayer game-side bug affecting Hardcore progression, I kindly request:
1. A confirmation that this report has been received,
2. Information on whether the team is currently investigating the issue, and
3. Whether restoring the affected Hardcore characters is possible, given the clear evidence.

Thank you in advance for your time.
I will be grateful for any update from the support team.