Guild Wars 2

are there any cases where somebody did not recieve their gems but got everything else and had to make a support ticket about it?

There have been recent issues with fraudulent purchases of the Ultimate edition, and to counter this, the gems are taking longer to be given out, often up to 72 hours after purchase. Here is the developer’s input on the topic:

“Over the last week we have seen an increased fraud purchase attempt rate for our Heart of Thorns Ultimate edition. Because of this increased fraudulent attempt rate, gem delivery for Heart of Thorns Ultimate may be delayed up to 72 hours after purchase.”

Source

If you don’t receive your gems up to about 6 days I would reckon, then I would definitely submit a report ticket about the gems.