Candy Crush Saga Did Not Deliver My Purchased In-Game Rewards

I am writing regarding an issue with an in-app purchase I made in Candy Crush Saga.

On July 22, 2026, at approximately 1:30 PM, my mother and I made an in-app purchase on an Android device for ₺39.90. The package we purchased clearly advertised 25 minutes of unlimited lives and 20 gold bars.

Immediately after the purchase, everything appeared to be correct. The game displayed the promised 25-minute unlimited lives timer and the correct amount of gold.

However, within only a few minutes—well before even five minutes had passed—the unlimited lives timer suddenly dropped from 25 minutes to 00:20. In addition, our gold balance unexpectedly decreased from 21 to 17, even though we had not spent any gold at that point.

Later, my mother spent 10 gold bars, which is why the current balance shown in the game is 7 gold bars. I would like to clarify this so there is no misunderstanding when reviewing the account history.

This was my mother's first-ever in-app purchase in a mobile game, and this experience has seriously damaged both her confidence and mine in the game and its developer. While the amount paid may seem relatively small, the issue is not the price—it is that we did not receive the full content that we paid for.

I respectfully request a clear explanation and an apology regarding what happened. I also request that the originally promised 25 minutes of unlimited lives and 20 gold bars be credited to our account in full. If this is not possible, I request a full refund of the ₺39.90 that we paid.

I hope this matter can be resolved promptly and fairly. If no satisfactory response or compensation is provided, I reserve the right to publicly share my experience so that other users are aware of the issue.

Thank you for your attention. I look forward to your prompt response.