Purchased Gems usually are credited immediately to your account. In some rare cases however, Gems may have some delay in being delivered to your account due to potential anti-fraud protection systems.
We’d advise always making sure to have a sufficient number of Gems in your balance before starting a game to ensure you don’t lose your turn.
If the Gems do not show up on your account after a significant amount of time, please feel free to contact our support service with all the necessary information regarding the purchase and we will do our best to investigate the cause of the Gems not being delivered and subsequently solve the issue.
In the event of a delay of the Gem delivery interfering with your play please don’t hesitate to contact our support team regarding the issue with the following information and out support team will take the necessary amendments:
- URL of the replay of the game played when buying Gems.
- Date and Time of the purchase (with relevant time zone).
- The reference number of the transaction.
Please keep in mind that we will not be able to answer inquiries in the event of the transaction being unable to be processed by your card company.
Also note that filing disputes or cancelling payments may lead to your Gems being deducted from your account if they were delivered correctly or a temporary block of your account may be issued as part of an automated fraud prevention service
Any orders from an account with negative Gem balances will be suspended. We highly recommend trying to contact our support first before escalating any payment issues.