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Hey @cidacorreia that is some very interesting information you give us here and thank you for posting this. The customer support team obviously have the means to allow a player to pass a difficult level if they are stuck on it for such a long time. What you told us is evidence that they have something like a "send lucky board" button they can press if they know the player ID.
I have on occasion wondered if posting in this community may sometimes have the same effect. Evidence is hard as find, as players posting here about being stuck on a level rarely reply to our posts or post a second time. If anyone out there reading this is stuck on a level for a long time and please start a new discussion with the name of the level in the discussion title. Then wait a day or so and let us know if your post did cause a lucky board to appear…….