Hi @L_i_p_i . Welcome to our Community 🙎‍♀️

Sorry to hear that you have not received the items that were purchased!! This King Community does not deal with the Purchase issues as the query includes your personal details!

Check this useful page where you can see how to request a refund depending on the device you play on. 

If you play on mobile and want to contact Player Support, the best way then is to email directly from the game. 

Go to the game's Start Menu, then Settings - Help Center - Purchases & Gold Bars - Contact us and send them an email. When sending an email directly from the game, Player Support will automatically get your purchase history and all transactions the recent 90 days. 

Hope this will help you