I have no idea where you've gotten the idea of me personally never spending or being "hurt" over this.
Previously i blew 200 dollars on trove and didn't get a single 3 star, I complained to support and got no help saying it's all RNG and up to chance.
My clannie blows 70 dollars and gets a tri gem (when they were 3 star) and still gets 5k HMC for free, and he almost never spends.
Not to mention this isn't always given for "trove" reasons either. If you're going to at least reply to my post, please check out other posts online and you'll see what I mean.
The response you receive is honestly RNG, it depends on the person you get to respond to you apparently.
P.S - Not to mention this shouldn't be given for "free" for people in the first place, if you spend and get nothing that should be on you. If support gives HMC to one person, why can't everyone else receive some if they werent happy with their items?