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I’m very frustrated and annoyed

building problem - lost gems!

Dear support team, Im trying to build a counter. when I clicked on 'ask' to ask for help the game took away 5 of my gems! Is there mechanism to get them back? it is impossible to save game and go over, so maybe there should be a pop up asking 'arey you sure to spend gems?'. It seems very unfair that the game charges players so easily on gems that are so difficult to get! Especially when the purchase that happens is absolutely unintended and is a result of the game wrongly reckognising where we tap! This takes away all the fun of playing!
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  • Drago (Official Rep) May 26, 2014 12:56
    Hi Joanna,

    I'm really sorry something like this happened to you. You probably accidentally tapped "Buy" instead of "Ask for help". Unfortunately, there's no way we can return gems spent by tapping on the wrong place. Please be more careful while you are playing and we'll definitely consider confirmation dialog on some places within our game. Once again, I'm sorry this has happened to you.
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  • Hi Drago. Thank you for your reply. If there was not a problem with the game, you would not have received that many angry messages. The problem comes from the inaccuracy in the game. We do not want to make a purchase, but still we have to pay for something we did not order, and the outcome is final. We feel tricked and frustrated. Also, it makes no difference if it is devices/games/tapping tapping in a wrong place issue. If you buy a product, even by coincidance, you are allowed to turn it back or make a complaint. And this is what we all are doing here. It is a pity that such a cool game has so many flaws. Joanna
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  • Drago (Official Rep) May 26, 2014 13:20
    Hi Joanna,

    Thank you for your quick reply.
    I'm sorry but can you please explain what you mean by saying "but still we have to pay for something we did not order"? If you are referencing to "Ask for help" button, can you please try tapping on it again and let me know if it really takes away your gems.
    Can you please let me know what other flaws have you encounter?
    Thank you!
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  • 1
    I tapped on 'ask for help' and incidentally the game charged me and took away my gems, as if I touched 'buy'. Therefore, I purchased something I did not want to buy and the transaction was executed against my will. One of the biggest flaws of the game is that payment with gems for any kind of product or service happens without player's confirmation or intention(instant cook, building, etc.). There is a clear lack of balance between how difficult is is to earn gems and how easily then can be lost, just by an accident. There are other flaws, like lack of alphabetical order for friends, lockig view of the devices when the maximum number of them is reached, no 'save' or 'undo' option as well as pushy advertising of 'gem sales' that pops up far too often.
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  • Drago (Official Rep) May 26, 2014 13:58
    Hi Joanna,

    No need to reply on both topics.
    Did you try tapping "Ask for help" again? Can you please try? Is there any chance you have tapped "Buy" button instead "Ask for help"? Thanks!
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  • I tapped 'ask for help'. I did not tap 'buy'. I did not want to spend gems and was charged, and it does not matter if it was accident or not. Five gems are worth around 90 cents (you get 10 for 1.79 euros). It was indeed only five of them, but it is a matter of principle and business ethics. I see in the forum that there are players who lost much more. I am not building anything now but if this problem happens again, I will definitely let you know. I am aware that you will not give any gems to people who suffered similar problem as me. However, if you do not want to lose clients, you should make sure that they dont feel tricked with technicalities of the game, coming from such a trival thing as tapping 1 mm too far to right or left. I believe that people would rather pay you for having fun, not by accident clicking on something and then feeling frustrated.
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