Well. Your support staff seems to have no information at all about your game. https://imgur.com/a/jSKNFoj
This issue should not be happening on PC at all, or at least not with the game itself. We have seen some reports on reddit In the past years but couldn't verify these issues.
If you are having this issue, feel free to reach out to me over discord, and let's try to look into what may be causing it! :)