I have bought coins twice and they are gone the next day. Almost $40.00 dollars worth. Please make this right with me. Please advise. Thank
It is taking my money for coins then it takes them away. I am out $40.00 with no coins.
I’m so sorry to read that your purchase did not make it through to your account! We use Facebook’s integrated payment system to manage all in-app purchases, and we trust them to process all transactions seamlessly. The vast majority of purchases do go through without issues, but yours must have run into a brief blip in the system. It’s disappointing for us, too, when a player’s purchase runs into an error.
If you still have not received your energy, please request a refund through Facebook. They do not provide us with tools to reimburse or manually adjust a player’s account, but they handle and issue all refunds themselves quite efficiently. Below is a step by step process.
To request a refund for something you’ve purchased from a game on Facebook:
- Click the downward-pointing arrow in the top right of Facebook and select Settings
- Click Payments in the left column
- Click the item you want a refund for
- Click Dispute
- Fill out the form and click Send
Sorry again for the frustration!
Since last year I am out over $100+.....Each time it happened, I wrote to support telling them and I have NEVER heard back from ANYONE!! It just happened to me again 3 minutes ago! I bought the $3.99 coin package and it loaded.....I played a few hands and was down in the 7,000's and my screen switched. I got back on Phase 10 and my coins have gone from 7k something to 700!! That is how I usually end up losing my coins. I am really tired of being ignored for this long so I think if I don't hear something this time, my next step will be contacting the Better Business Bureau. Good luck getting your money/credits!!