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There are some glitches in Candy Crush due to connection problems and losing your win streak is one of them. Did you by chance close the app and then reopen the app before playing that particular level? Or maybe you lost the connection to the app store briefly and then when the game reloaded it did so without your win streak. I have had similar things happen to myself and since then am very careful to always do the following:
Whenever I open the app afresh I play an old, previously played level. I have too often noted that it takes one level played (any level, pass or fail, it does not matter) for the game to load properly and update itself to what events you should have, and that includes your win streak progress. In fact the added benefit of playing and failing an old level is that almost without fail I then get the gift of 3 extra moves (from "a friend") for my next level, which I can use then to play the next new level. Whenever I start a new level I check that I can see my candy chain on the pre level screen (see below). If I do, then my win streak boosters will show up in the level.
I know this won't help you now, but I hope it answers your question.
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Thanks for letting me know @Quentin1967 I was just wondering if level 10191 was one of those levels that don't allow boosters to be used.
did but the "robot" that answered didn't understand my situation …
By the way, the automated reply is just an acknowledgement that your email has been received it is not an answer. Unfortunately you have to wait 48-72 hours for a response from a human. If you haven't had a proper response after 48 hours reply to the automated response stating that you still need help. Be sure to 'reply above this line' as the email states.
How it is possible?
The candy necklace is renowned for going missing at levels above 10,000. Why this is the case only King can say and they aren't telling us. People on your level and above have complained about the Necklace appearing and disappearing for quite some time now, so hopefully you will find that yours will reappear as suddenly as it disappeared.
