https://www.lotro.com/news/lotro-15th-anniversary
There were a few possibilities posted. Some people realized that if they logged into the legendary server, they would not receive the Valars. They would only appear if logged into a character on a server with that level possibility. There was the rollback of the servers and many people received the rewards after logging in about a week or two later. People were not receiving some of the rewards because they did not finish the introduction yet. There's few who didn't see them in overflow or didn't open the bundles all the way. Other than that, you'd have to go through Customer Service.