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Caramel Cup Glitch - Missing 100 Gold Bars and Boosters

lily57lily

Hello,I am writing here because the contact form is not working for me (I never receive any confirmation emails, even in my spam folder). [1]My screen has been completely frozen on the Episode Race / Caramel Cup pop-up, blocking my app.I successfully won 5 Episode Races in a row, including the 3 consecutive wins required for the Caramel Cup to get the 100 Gold Bars grand prize. I did not receive any of my Gold Bars. [1]I also used many valuable boosters to achieve these wins, which have been completely wasted due to this server glitch.Could a moderator please escalate my issue to Player Support?
My User ID is: Thank you for your help.

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QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3658002#Comment_3658002

Would you be able to get back to us with a screenshot the next time you enter the race showing opponents way ahead of you and the date and time of the race entry?

This way I can ask the team to have a look and see what might have happened 🤔

All comments

lily57lily

Hello,

Thank you for fixing the Episode Race issue. I followed your instructions and the race is now working correctly.

However, the Gold Bars I won during the affected Episode Races were never credited to my account.

The screenshots I provided clearly show that Gold Bars were part of the rewards, as well as my progress through all 15 levels (19610–19625) and my crossing of the finish line.

I also won several Episode Races since last Friday, which should be verifiable in my account history.

Could you please check my account and credit the missing Gold Bars and any other rewards that were not awarded, including any lost Pins or Music Season progress?

The technical issue has been fixed, but the rewards I had already earned are still missing.

Thank you for checking and correcting this.
Lily

lily57lily

Thank you for checking my account.

I have been reporting this issue for about a week and have already sent several screenshots showing what happens during the Episode Races.

Could you please also check my game history and the Episode Race data on my account? I have won at least five Episode Races during this period, and these wins should be visible in my account history.

Some of the rewards for these victories have not been credited to me. I would therefore appreciate it if you could check the races I have actually won and credit any missing rewards, including Gold Bars

lily57lily

No, my game progress has never been reset to a lower le

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3659158#Comment_3659158

Hi @lily57lily

The team has checked your account and corrected an issue affecting your Episode Race data.

Please fully close the game, reopen it and check the map again. If you have already passed the first five levels of your current Episode, the race may not appear immediately, but it should start properly when you reach the next Episode Race.

Please let me know how it goes 😊

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3659158#Comment_3659158

Quick question from the team Lily, have you by any chance had your progress reseted to a lower level at any point in the past?

QueenB

Thank you so much for sharing these additional details and screenshots, @lily57lily

They are very helpful.

I’ve passed your separate Episode Race report on to the team so they can take a closer look. I’ll let you know as soon as I receive any further information.

lily57lily

Hello,

Thank you for asking me to provide screenshots showing the opponents already ahead when I enter the race. I’m sending three screenshots taken this morning to show you exactly what I’m experiencing.

I would like to clarify that this is a separate issue from the missing Gold Bars I previously reported. This new Episode Race issue has been happening on my account since last Friday, across several races.

When I enter a new Episode Race, some opponents are already extremely far ahead, sometimes almost at the end, and sometimes a player has already finished even though the race has just started for me.

In the screenshots, you can see that I am at level 19,611, while another player is already at 20,000. You can also see the opponents already displayed in the next race before I have even started it.

This puts me immediately far behind and gives me practically no chance to compete normally.

Could you please ask the team to check my account and the Episode Race data from last Friday onwards, to see why these opponents are already so far ahead when I enter a new race?

For comparison, in the screenshot from my partner’s game, you can clearly see that he has to pass level 21,111 before starting the next Episode Race, and the race then starts normally.

There is also another important detail visible in the screenshots. In the first screenshot, the game shows “New life in 6:11”, and in the following screenshot, taken only 6 seconds later, it shows “New life in 6:05”. During these few seconds, after refreshing the game, all the opponents had already moved on to the next Episode.

I had not even started the next Episode Race, yet the other players had already progressed to the following Episode.
Thank you very much for taking the time to look into this and for checking my account. 😊

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3658002#Comment_3658002

Would you be able to get back to us with a screenshot the next time you enter the race showing opponents way ahead of you and the date and time of the race entry?

This way I can ask the team to have a look and see what might have happened 🤔

QueenB

Hi @lily57lily

Thank you for waiting while the team checked your account and screenshots.

I’ve now heard back from the team after they checked your account.

If you look again at the screenshots you provided, you can see that the races shown are regular Episode Races. The Caramel Cup banner at the bottom was showing what you needed to do to qualify and enter the tournament. It did not mean that you were already playing in Caramel Cup.

Unfortunately, the account check confirmed that you did not make it into Caramel Cup before the event ended. This means you did not play the three Caramel Cup rounds required to earn the 100 Gold Bar Grand Prize.

I hope this helps make the difference between the Episode Races and Caramel Cup a little clearer. Thank you again for sharing your screenshots and allowing us to look into this for you.

lily57lily

Hello,

I have also noticed that almost every time I start a new Episode Race, one of the opponents is already very close to the end of the race, sometimes even before I have played any level. This has happened repeatedly on my account.

It makes the race appear to be already in progress when it has just started for me.

Could you please check my account and the Episode Race data to see if this could be related to a synchronization issue or another known problem?

I would also be grateful if you could let me know whether this issue is currently being investigated or if a fix is planned.

Thank you again for taking the time to look into all of this. I really appreciate your help.

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3656771#Comment_3656771

Thank you so much for providing such a clear and detailed recap, @lily57lily . This is very helpful!

I’ve passed everything on to the team, including the screenshots. I’ll let you know as soon as I receive any further information.

lily57lily

Hi,

Thank you for getting back to me.

The Caramel Cup started on Friday, September 18, at approximately 4:00 PM. I have a screenshot showing the Caramel Cup message “Win 3 consecutive races.” I then played from level 19,520 through level 19,565 and won 3 consecutive races, but I did not receive the 100 gold bars reward.
Over the weekend, I also won 2 Episode Races and finished in first place in both, but I did not receive the 27 gold bars reward for either race.I was playing on my iPhone. I also use the same King account on an iPad, but all of the games concerned in this report were played on my iPhone.I was using the same King account and the same User ID that I previously provided: 14625540929.

I only have a screenshot showing the Caramel Cup starting. However, I believe you should be able to verify the 3 consecutive wins, the 2 Episode Race wins, and the missing rewards from my game history.

You should also be able to see from my account history that I used boosters and gold bars while playing these races in order to achieve the wins. I would appreciate it if you could check this information as part of your investigation.
I hope these details will help you locate the correct sessions and investigate the missing rewards.

Thank you for your help.

QueenB

https://community.king.com/en/candy-crush-saga/discussion/comment/3656631#Comment_3656631

Hi @lily57lily , I have a quick follow-up from the team investigating your report.

They checked the User ID you provided, but they have not been able to locate a recent Caramel Cup tournament connected to it. Could you please confirm:

The date and approximate time when you played the tournament and the screen froze
Which device you were playing on
Whether you were using the same King account and User ID you shared with us
Whether this happened during an Episode Race or a Caramel Cup round, and which round it was

If you play on more than one device or use another account, please let us know as well. These details will help the team locate the correct session and investigate what happened.

Thank you again for your help!

lily57lily

Hi QueenB, thank you for your reply.
My User ID is: 14625540929
Please let me know if you need any other information.
Thank you for your help!

QueenB

Hi @lily57lily

Could you please provide me your User ID?

QueenB

Hi @lily57lily , thank you for taking the time to share these details with us.

I’ve passed your report and feedback on to the team, as this issue is currently being investigated. I understand how frustrating this must have been, especially after using your boosters to complete the races.

I don’t have any further information to share just yet, but I’ll post an update as soon as I hear anything more from the team.