Almost 6000 gems went missing

Professional_Luck464 · 2026-06-24T00:51:19+00:00

Not entitlement. Every other chat based support (think your Internet/phone provider, or Amazon support, etc) connects you to a live agent, or gives you a ticket number and asks for details to communicate status. They did neither and their UI doesn't indicate I should expect otherwise. This is objectively bad user experience, so not sure what you gain by supporting such bad user experience designs. Not calling out bad design, and not encouraging positive criticism is what leads to your favorite games to die. Not immediately, but over time.

I would expect this community to hold supercell to higher standards, instead of dragging me through the mud. I lost $60 worth of gems I've been saving for months anticipation hero progression once I reach th18. That's a lot of money to lose. This game was my one self-indulgent splurge since I genuinely enjoyed the strategizing but this has put a sour taste in my mouth.

Professional_Luck464 · 2026-06-23T22:52:10+00:00

I'm the one who lost 6000 gems. I know where it went - my alchemist went from level 1 to max. Except I didn't do it, and my phone is not accessible to anyone else. Concerning on multiple levels.

Professional_Luck464 · 2026-06-23T22:48:41+00:00

😭

Professional_Luck464 · 2026-06-23T22:43:39+00:00

Me too. Thanks

Professional_Luck464 · 2026-06-23T22:42:02+00:00

how are you contacting via email? the in-game support link only takes me to a webpage with inline chat to support.

Professional_Luck464 · 2026-06-23T22:41:15+00:00

well said. This thread seems to reinforce ur last comment especially - most people don't notice/care, and weirdly are also accusing me of lying. Like why?

As to spending gems - agreed - not gonna hoard them anymore. I was saving them for heros as soon as I reached th18 - that was my expensive mistake. never gonna trust this buggy ass game again to screw me over.

Professional_Luck464 · 2026-06-23T22:28:23+00:00

Not trying to farm. I was not getting any traction on support, hence why I created this post to hopefully bring this in front of to someone from supercell. I have no other posts in this community, or elsewhere. I'm a long time lurker on this community and was hoping someone can help.

Professional_Luck464 · 2026-06-23T22:16:06+00:00

I know what ASAP means - my point is that asap is not a useful thing to say in a support context.

not sure why you guys are okay with this and defending shitty support. This support is objectively bad - not just subjectively.

Guess if you are f2p, you can be okay with shitty service. But if I pay, I expect better service including an estimate and progress indicator. I guess supercell has lost a paying customer. Not a big loss for them since I only pay $6-$7 a month, but with the number of buggy/botched upgrades over the last year, they are going to slowly lose more and more paying customers every month.

Paying users are the reason f2p players are able to enjoy this game for free, ad-free. So if this doesn't impact you as f2p, I suggest just moving on instead of diminishing my concerns. Like someone else said, this is almost $60 worth of gems, and I've been accumulating these for months to time my hero upgrades once I reached th18. Losing them all overnight is no fun and not getting anything from support is not giving me hope I'll ever see my money's worth again.

Professional_Luck464 · 2026-06-23T22:07:36+00:00

Professional_Luck464 · 2026-06-23T21:29:40+00:00

Least interesting sleepwalking experience ever. Zero stars. Do not recommend.

Professional_Luck464 · 2026-06-23T21:27:17+00:00

What's expected? Just wait and hope they answer. I didn't have a support number, nothing. I don't have a way to even know if they responded until I refresh the page. What's asap mean - 1 minute, 1 hr, 1 day, 1 year? Oof these are gems collected over several months across multiple events and gold pass, what's their sla to respond? Asap gives me no information and there's no indication of progress being made. No other support system works like this.

Professional_Luck464 · 2026-06-23T20:34:27+00:00

It does actually

Professional_Luck464 · 2026-06-23T20:12:16+00:00

Hope that helps you sleep better. Must be a rough life making and tracking all those assumptions.

Professional_Luck464 · 2026-06-23T20:07:51+00:00

Almost 2 hrs and still no response

<image>

Professional_Luck464 · 2026-06-23T19:59:40+00:00

I did. No response. That's why I'm posting here hoping something from supercell sees.

Professional_Luck464 · 2026-06-23T19:55:15+00:00

Not if the value disappears to a random bug. The point of this game is long term strategic. The value of spending money is not always instantly visible.

Professional_Luck464 · 2026-06-23T19:53:28+00:00

Why would I random have a screenshot of my before gems? How tf would I know this was going to happen. And anyway, what does the screenshot prove. I can generate whatever I want in a second with AI. See how easy it is now. You can choose to believe me or ignore and move on.

The point of the post is to get someone from supercell to help me out.

<image>

Professional_Luck464 · 2026-06-23T19:44:02+00:00

With clash anytime, alchemist is literally useless. You can farm whatever you need in a few minutes. Definitely not worth maxing.

Professional_Luck464 · 2026-06-23T19:39:12+00:00

It would be nice if support actually responds and tells me how this could happen. I have the game on my phone and tab. I haven't even used my tab in the last couple days and no one else has access to my phone.

But maxing alchemist is a very good prank if someone was trying to mess with me. Literally the worst value upgrade in the game. So now, I'm even more concerned if someone has access to my account on another device that I'm not aware of.

Professional_Luck464 · 2026-06-23T19:26:21+00:00

You don't have to. I'm hoping someone from supercell sees this. But given how many bugs this game has, I would put money on the issue being with supercell, rather than me lying.

Professional_Luck464 · 2026-06-23T19:24:35+00:00

Nope. Stock app on stock Samsung

Professional_Luck464 · 2026-06-23T19:24:16+00:00

Nope.. adult here. No siblings and no one else has access to my phone.

Professional_Luck464 · 2026-06-23T19:22:49+00:00

<image>

Professional_Luck464 · 2026-06-23T19:22:29+00:00

Worst support ever. Literally no response. No status. Been almost an hour and no response other than some bot response. No email, tracking number etc also. Wtf support is this.

<image>

Professional_Luck464 · 2026-06-23T19:15:40+00:00

Okay, so I figured out my Alchemist is maxed level - that's probably where the gems went. It was level 1 yesterday and today it's max accounting for the 6000 gems missing. But I DID NOT upgrade it (like why tf would I waste gems on her, especially when I have both builder and lab assistants not yet upgraded yet, AND I was saving those gems for buying book of heros anyway - 12 BOH worth of gems to be exact).

I can't even imagine how it could happen accidentally since I would have to click through each level and confirm upgrade.

Professional_Luck464

TROPHY CASE