Deal purchased items not received

[CaptBenson]

I bought the deal of 28.99 on (02/09/21). The deal included 862 x66 stamina, 3,500 diamonds and 900 vip points and I have been charged but not received the resources. I reached out to your customer services on the game and got an automated reply to talk to apple support.

I have spoken to apple support and they tell me that it is a problem your. I have sent ample proof to your customer support and have yet to have a reply, and I have not received my items, and it is causing an inconvenience.

The deal has now gone as it was over 48 hours ago and I am yet to receive the resources from it or a reply from your appalling customer service!! Please can you rectify this immediately and send over the resources I paid and was charged for but did not receive. @Polaris

[Slinky-Dog]

Please stop. You’ve posted this multiple times already.

[Slinky-Dog]

Well that’s rude. Polaris has/will see your first post and it will be dealt with in due time. In game support will be of much more use than a public forum though so I suggest starting there.

[CaptBenson]

I already have. That was the obvious place to start. I have had no luck. Hence coming here.

[Polaris]

The support agent gave you a correct and complete answer in your ticket.

Payments are processed by Apple, so when you tap to purchase, you’re taken our of the game and into the Apple system. If there’s a problem with a payment, we don’t have access to their system and you have to contact them.
The screenshots you provided were not adequate proof of a purchase. There was no date or transaction number visible on the screenshot.

In addition the information you provided to Apple support was not complete. You have to tell them that we didn’t receive the payment information and ask that they review if that specific transaction has an issue that prevented it from being communicated back to the game.

We cannot grant deal packages unless we have a record of the transaction from the app store.

[CaptBenson]

thank you <3