This was bad timing for your game to freeze! Sorry this happened to you, it is very frustrating. Hopefully you are able to get them back, but at least it was only 10 gold bars. That's not too many!! Have a great day!
If your app isn't connecting to the internet properly, avatars won't load. Are you able to try signing out and back into your account to see if that helps?
Also, are you able to make sure your app is connected to the internet? You might have problems receiving rewards if it is not. Try signing out and back into your account within the app :)
It sounds like your app may not properly be connected to the internet. I would recommend try signing out and back into your account within the app and see if that helps :)