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Hi and Welcome to our Community
Any questions or issues with Google Play Points or any other payment methods on your Google Play account, please contact Google Play Support directly.
Google Play handles all transactions and purchases in all your games and app on Android devices.
Hi @Ms_Stephanie3281 !
Your receipt that you posted states "GOOGLE" which indicates that you play on an Android?
If you play on an Android device and therefore make all in-app purchases through Google Play Store with your Google Play account, it's Google who can refund you any broken or non-received purchases.
Find how to ask for a refund or report an issue with a purchase on all platforms here: