Why does my level stop before the moves play out

Question

I was on level 10943 with one move left and I made it so I will win. After the move, three purple flowers would line up, making the chain disappear and I would have won the level. However, as you can see from the SS below, the level ended with the three flowers lined up at the bottom and I was forced to buy gold to get 5 more moves. After I bought the moves I did not use any because I did not need them as it should have happened without me spending money. This is beyond disappointing, I think about the moves but it seems like it doesn't matter. It is not the first time this has happened but it is the first I made screenshots. I spend a lot of money on this game but this was unnecessary. I expect an answer from the support on this issue.

christinewupp · Accepted Answer

https://community.king.com/en/candy-crush-saga/discussion/436986/why-does-my-level-stop-before-the-moves-play-out

Hi there @yoni12 . You will need to contact Support to receive your answer. This here is the Candy Crush community and we are all just fellow players here.

The best way to reach Support is to do this via the app. Use settings (the cogwheel) and then tap on the ? symbol in settings. Scroll through the questions until you see "contact us" at the bottom. Use this to send the email. You will receive an automated reply and then a while later another reply, which is probably not very useful. Reply to that email with your screenshot evidence and point out that you purchased extra moves. They have a record of your purchase history and level and you have great evidence here, so you should definitely get a satisfactory response. If you don't, keep replying to their emails until you do.

kiara_wael · Accepted Answer

Hi and Welcome to the King Community

Thank you for reporting and sorry for inconvenience, Something sticky is going on and the levels are freezing with three same color for some players when the level is completed or has failed. This issue is being looked into and investigated hopefully fixed. but please follow these steps HERE on how to get intouch refund with our Player Support Team that handles these issues.