Gold Bars purchases not received

Fraggle01

Hello, I had tried to purchase 3 times on Candy Crush Soda Saga for extra gold bars and 2 times on Candy Crush Jelly Saga today and each time when I thought the purchases went through I kept receiving a Connection error and never received any extra Gold bars only to realise later that the money for each of my purchases had been taken out of my bank account but no gold bars had shown up in my game. Below is a screen shot of my account showing the purchases been taken out of my account. So I would like to know if either I can get my money back or receive the gold bars that I had purchased in both games. My email address is *Edited by CM. Username ID is Fraggle01 or Cheryl Crealy. I cannot find my user ID number as I have looked everywhere but cannot find it. I hope you can assist me with this enquiry as I feel very robbed at the moment. Thank you

Cheryl Crealy

*Edited by CM: That's too much personal information. For your own safety and protection do not share your email address - Our House Rules 

Kevin_

Hi Fraggle, I am sorry to hear that you had issues with these purchases.

I understand that you see the charges on your bank. Please note that there was an issue with the Windows purchases(which has been fixed now) which seems to have cause this.

Please make sure that you have received a Microsoft receipt for these purchases and not only charged by your bank as these can be pre-authorization charges only which will eventually be released back to your account.

In case you do have receipts for the charges from Microsoft, it looks it has gone through, therefore please check out our Help Center + chat bot. By choosing the Chat With Us, you can reach out to Player Support to obtain help with these purchases ensuring that your receive a reply as soon as possible.  

However if you have any issues getting an answer do not hesitate to let me know.

Have a nice day! 

Kevin_

Hi Fraggle, I am sorry to hear that you had issues with these purchases.

I understand that you see the charges on your bank. Please note that there was an issue with the Windows purchases(which has been fixed now) which seems to have cause this.

Please make sure that you have received a Microsoft receipt for these purchases and not only charged by your bank as these can be pre-authorization charges only which will eventually be released back to your account.

In case you do have receipts for the charges from Microsoft, it looks it has gone through, therefore please check out our Help Center + chat bot. By choosing the Chat With Us, you can reach out to Player Support to obtain help with these purchases ensuring that your receive a reply as soon as possible.  

However if you have any issues getting an answer do not hesitate to let me know.

Have a nice day!