I have freezing problems all the time with this game.  Just about daily.  I have lost tons of rewards, energy, and gems (purchased energy) and have turned in numerous reports.  I have never gotten any response from them.  This freezing occurs on numerous devices and a variety of internet sources so it is not something specific to me.  I so frustrated that Plarium just won't respond at all?  The only thing I ever got was a stupid response about not having access to login....which was obviously never the issue.  I wish you better luck than me.  I'm about done with the game.  It is infuriating that they spend all this money on advertising for new players and ignore the players who have been here for while.