Look i heard about it also but never happened to me personaly. But if you write ticket to support they will fix it. Good luck 

samantha.minnie said:

I bought a pack, it said the purchase was successful but nothing was loaded to the game, now ITunes said I must contact the game developer and this is not the first time this happened.

Pay for packs and not receiving them. 

Dear, SAMANTHA.MINNIE,

We want to help you. 

If this issue still relevant, please send us a screenshot of the receipt and your game ID ("Menu" ---> "About the game") in private message. The payment receipt should include the following information:

• The date of purchasing the bank offer;
• The name of the application in which you purchased the Offer;
• The amount of payment.
  

You can find the payment receipt in your e-mail or you can look through your Purchase history by completing the steps given in the link below:

1. For Google Play https://support.google.com/googleplay/answer/2850369?hl=en
   
2. For iTunes https://support.apple.com/en-gb/HT204088
   
3. For Plarium, having received confirmation from your payment system.

For getting more detailed information, we recommend you to follow the specified link from your PC.

We process each request individually and will start an investigation of your request as soon as we receive the requested information.

Looking forward to your reply and thank you in advance.