Best Of

To Whom It May Concern,

I am writing to formally request a refund or the prize compensation for the recent Music Season / Tape Collection event in Candy Crush, which ended 24 hours earlier than the timer displayed in the game. I spent real money on boosters specifically to complete this event before the stated deadline, and the event’s early shutdown prevented me from earning the final reward.

Issue With Event Ending Early

The event timer in the game clearly displayed the remaining time, and I based my gameplay—and my purchases—on that information. Despite this, the event ended a full 24 hours before the visible countdown expired.

Your team later stated that the event “stops giving new loops when less than 24 hours remain” and that “this is how the system has always worked.” However:

Nowhere in the game, the event description, or your website is this mentioned.

The official wording on your site states that timers indicate when events finish and that players should “mind the timer” when aiming for the final prize. Nothing suggests an invisible earlier cutoff.

The timer explicitly showed more than a day remaining when the event disappeared.

This means the user-facing information was misleading, and the early cutoff resulted in a loss for players—especially those who purchased boosters under the assumption that the posted deadline was accurate. As a paying player, I feel I was denied the opportunity to finish the event I paid to complete.

Issue With Support Access on Android

I attempted to resolve this through Player Support as advised, but it is currently impossible to contact Support on Android:

The help center chat text field is covered by the bottom navigation buttons, and I cannot tap it to begin typing.

Attempting to use the links to contact Support returns an error stating I need “Vanilla” to proceed.

I posted about this issue on your support page, but I have not received a response.

With no way to reach Support through the app as instructed, I am forced to contact you through this written request.

Requested Resolution

Given the circumstances—misleading event timing, inability to complete the challenge despite paying for boosters, and inaccessible support—I am requesting one of the following:

1. A refund for the boosters purchased during the event, or

2. The final prize/reward I would have earned had the event lasted until the timer expired.

Either of these options would fairly address the loss caused by the inaccurate event timer and the inability to contact support.

I have been a long-time, paying Candy Crush player, but this experience has been extremely frustrating. I hope King will make this right, especially since multiple players were affected and the issue stems from unclear or misleading in-game event rules—not user error.

Thank you for your time and attention. I look forward to a resolution.

Hi and Welcome to the King Community

Thank you for the feedback. The video ad feature as all ads and promotional features is still a test feature in the game, which means that some of you can get Lives, while others can get Boosters or other items from this feature.

This also means that the video ads will not always be available and not found in all player's games or on all devices.

So if you at the moment are missing the ads in your game, just stay tuned and keep an eye in the game to see when the ads are back.

For more Info Here

You have an old version of this level and it appears to be faulty, @leighkay . No matter what you do, only one dragon will come out. I am aware of two players who were able to overcome this problem. One player passed this level using a different device, while the other got the level to work properly by reinstalling the app (Please keep in mind that you will lose all your boosters if you do that!)

However, in my game, the level now looks different, so probably you need to update your game to fix it.

Hi and Welcome to the King Community

Thanks for the feedback. Please email Player Support Team so they can take a look in your game.

You can also email them from here: