Hi @laurareyes67 and welcome to our Community!
To get a refund or compensation you will need to report or dispute the purchase. How to do that depends on what platform you play on and who handles the transactions.
Check this page for more help on purchases that didn't come through.
Hey my game disappeared and started me over why
Hi @kmborg and welcome to the Community!
Are you playing on mobile, Facebook or via the Windows app?
If on mobile or Windows app. have you tried reconnecting the game to the Facebook or King account where you saved the game on? Check more help here.
Hey! Would you like to give us your opinion?