Stuck on Gold Chocolate Box Endless Loop - CANNOT PLAY on level 10963

Question

I’m stuck on an endless loop of Gold Chocolate Box, support is useless and I wasted hours yesterday. All the steps have not helped: hard reset, logout off my account and Apple account didn’t change the fact that I cannot play. All started once I purchased the Season Pass after reaching a few level. So, I’m stuck on that loop every time the app opens. There’s no option to close the screen, no X to close, there’s nothing I can do and no one cares to fix. I sent screenshots and explanation but got canned replies mostly.  What’s supposed do be  leisure and fun have become disappointing, wasted of money, time and irritating!

Their best solution is reinstalling the game but of course all the hundred of booster I have won will be gone. Very nice. Such useless support. What’s the point in saving the progress  if all the booster are lost. I may not ever play this game as much as I like it’s infuriating me 😡

PummyRaj · Answer

https://community.king.com/en/candy-crush-saga/discussion/comment/3587280#Comment_3587280

Hello @psychson🤗 Thank you very much for replying back and explaining what's going on!

First of all, my apologies for not retuning back to you yesterday!  I had been a bit busy!

Once again, I am very sorry that PS team wasn't able to help with the issue!

I completely understand you refusing to reinstall the game and as a co-player, I completely support your decision!👍💛

Is the Help ticket still open or was it already closed?  You would be (usually) receiving a "feedback" email before they close our ticket!  Did you receive that email?

When was the last day you have responded to the PS team agents?

Do you remember seeing a ticket number in the "Subject" line?  If so, can you please provide that here?

Hope to talk to you again!🍫🍫

psychson · Answer

Thanks for the reply. There’s no option to play. Once the game opens and I click play as you suggested  it goes straight to the gold chocolate box loop, which forces me to close and open again. So, I’ve must have done it close to a hundred times by now.

As for the support team question, I did reply to ever single email reply and it wasn’t only an automated reply, there was a person suggesting what I have done already. I sent the screenshot at different hours of the day. So, after about 3h of exchanging email the last suggest was to uninstall it, which I said I was done with it.  The first email after I had used the automated chat and request more help came in at 17:59(5:59pm) and the last one at 21:01(9:01pm) when I had with it. I did everything I was asked and I today 24h later nothing changed.

PummyRaj · Answer

Hello @psychson🤗 Hearty Welcome back to the King Community!

I am very sorry to hear about the issue you are experiencing with the Chocolate Box!

It might not be the same, but I have experienced similar issue recently!  Can you please try and click on the "play" button and see if it closes?

With regards the replies from Player Support team — did you try to reply back to any of those automated emails?  That is how the Player Support team works!  Once we send the complaint through game, we receive an acknowledge through automated email.

We have to send a reply through that and provide as many details as possible, along with the screenshots like you already did!

Can you please tell me when did you send the screenshots?  Was it while reporting the issue or while replying back?

Hope to hear from you soon!🍫🍫