I've heard of this issue in game and it could be instead of the correct Immortal you received another OR that there was none sent to your Gift Box. Best thing to do is send in a ticket reporting it.
Send to: email@example.com
- Which game (Immortalis)
- Screen shots
- In game name and invite code (Can be located through Profile, it is the letters/number in parentheses next to your name)
A reply should come in at latest 1-2 business days. Sorry for the inconvenience.