I have heard that as well Robert. Unfortunately I failed to save a replay to send them.
If it occurs on mobile I no longer believe you can save a replay and it has happened on there multiple times during coin matches where the penalty can also cost you a loss of "worthless" coins. They have not replaced balls for me as they have for you despite reporting it to them.
The only time they "replaced" balls was when the purchase balls while playing was causing a glitch and they did not issue all three balls. In that case they did in fact follow through and honor the original purchase and "replace or rather issue" the full order.
When they do not respond to your report of a lost ball, it can "feel like they are saying...oh well, it stinks to be you." And I have made reports that have gone unanswered! But they are likely minimally staffed and find it challenging to address every report sent in.
It may be a documented account or video replay has to be made available to them to honor the request so they know players are not just trying to exploit them as well. Something I can imagine happening, because some people can also be greedy!
As for offering credits through videos, it is obviously an additional revenue stream for them...even though you feel like you are doing something for free they are generating revenue for every video watched by you and me, and everyone else. They are not allowing us to earn them without an incentive for themselves as well!
As for greed...well that is a much bigger issue and topic with a variety of layers beyond a simple statement...and didn't the fictional character face criminal charges for insider trading?
I should add, WGT does offer free entry tournaments on a weekly and monthly basis where we can "earn" credits without watching videos or doing surveys. These of course can be very competitive and often can be seen to be dominated by some players. And, some of those players have also been reported as likely "cheating" or "restarting" and playing below their appropriate tier so as to "clean up credits" in a "softer" field. So, there can be a broad sprectrum of issues or problems that also fall on members who play WGT and undermine the integrity of the game that sour the experience for others not just those aspects that may leave us discouraged by how WGT handles some things.
WGT like people is not infallible. I try to believe they are doing the best they can to offer something that generates a livelihood for some while providing a service many seem to enjoy playing overall...it is just sometimes those lines are blurred for various reasons.