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Can not claim Candy Royale Jackpot

upilkudanil
upilkudanil Posts: 2

Level 1
in Support

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I won candy royale 1,000 gold jackpot but can not claimed. It said connection issue, but nothing’s wrong with my connection, i even can still purchase gold from “shop”. Please help, thankyou

Answers

  • kiara_wael
    kiara_wael Posts: 160,102

    Hi and Welcome to our Community

    Thank you for the feedback. If you miss a reward from any other feature, please report this to our Player Support Team here and tell your Game ID there.

    The screen shots are from all stats features and there are no rewards given from those.

  • Doondie
    Doondie Posts: 1,255
    https://community.king.com/en/candy-crush-saga/discussion/409697/can-not-claim-candy-royale-jackpot

    Hello, Mr/Ms Newbie,

    Welcome to the forum! 👋

    You actually won the grand prize during the Double Royale event? Good job!

    I see something strange on your 2nd screenshot - the Daily Treat Machine is showing at the background. Why is that? Plus the new connection issue message which only appears until the game connects to the server. Have you restarted the game?

    Do you have screenshots of the steps before winning the grand prize? How many gold bars did you have before and after paying Candy Royale?

  • upilkudanil
    upilkudanil Posts: 2

    Level 1
    https://community.king.com/en/candy-crush-saga/discussion/comment/2697173#Comment_2697173
    1. i don’t know why daily treat machine is showing, sometimes it show, sometimes not, i have screenshot that it didn’t appear.
    2. I did restarted the game, re-login, restart the phone, but the issue still.
    3. I don’t have screenshot before winning the grand prize, but for sure i never have 1,000 gold on my account lol.

    actually i have screen recording to show the error, but the video can not posted here

  • Doondie
    Doondie Posts: 1,255
    https://community.king.com/en/candy-crush-saga/discussion/comment/2697601#Comment_2697601

    The Machine is showing because the next day must have started, so it's cooldown was up. Something is definitely wrong. I've never seen Candy Royale as "claimable".

    It seems there are other people in your situation. See here for reference:

    Cannot collect my gold from candy royale

    Same question to you - did you win 14-18 levels (depending on how many your regular version had) from the first try and gradually become the last man standing?

  • Doondie
    Doondie Posts: 1,255

    @upilkudanil, I got an email notification about a reply from you, saying you've done a ton of Royale runs etc, but it's nowhere to be seen here. Did you maybe edit it and it got automatically filtered? @QueenB, could you please check and address the Double Candy Royale issue too? Thanks! ✌

    @upilkudanil, check my reply here:

    Restart required

    Did you see anything strange while doing the event this time around? 🤔

Hey! Would you like to give us your opinion?

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