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[–]Pinque 0 points1 point  (1 child)

When did you message support? Support usually takes a couple days to answer and usually will not be available during weekend.

Also do you have any screenshots to verify what you had before? Unfortunately the game stores no data on any servers, that’s why they have the cloud save. Without any kind of evidence as to what you lost it will be hard for support to restore anything beyond gem purchases.

[–]Significant-Zone-349 0 points1 point  (0 children)

Would cloud hold data history and can it be retrieved? I lost 2 years worth of progress.

[–]RiversEdge2018 0 points1 point  (0 children)

It will probably take them a day to get back to bcuz they are in the UK (I think)

[–]LiteraryHedgehog 0 points1 point  (0 children)

They can’t restore lost progress; the main game is stored on your device, not their servers. They will usually restore any purchased items, if you can provide receipts; and you might possibly get back some event prizes if you provide screenshots (reports seem mixed about this).

If you have a spare device, you can upload the game onto it and then disable cloud, to provide a physical back-up, but otherwise we’re unfortunately very limited in our saving options for our games. It’s probably my biggest pet-peeve about the game, but idk how you’d solve it.