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I have the same problem. Haven't been able to play since the diamond sale in early November. The other posts about this are on the thread "Blank or Black Game on IOS (ipad) under the Technical issues heading.
I'm still not able to play either and have had absolutely no luck with customer support which is really heartbreaking. Like you I've spent tons of hours and money over the last few years.
I've requested help numerous times and the only response I get is that the devs know about the problem and are working on it. But to wait over a month is just too frustrating and makes me wonder what is going on.
At this point all I can say is I wish all of us luck with this problem.
Hello. I am having the same problem. I’ve sent messages hoping they can fix it. Next time they have an offer to good I will check here to see if there are any issues.
Yes Maggie, I have emailed “them” about 5 times since Oct 31st and have only gotten pacification. You know... we ARE working on it and will credit you with the diamonds free..... well if I never get the game back what good are the free diamonds? I just emailed them again saying that I want to speak with a real live person. I too have played the game since the beginning. Did you go thru the spell where we had to wait for an update for months and months? I quit playing for a couple years when they did that. They now finally have new locations open and now I can’t see them. FRUSTRATED TOTALLY. Anyway sorry you are going thru the same thing as are others. Started a new game on my new iPad Pro but it’s just boring and It is hard to bring myself to buy items when I am only passing time until..
Hope we are ALL up and running soon. Don’t want to miss the Xmas event. Hey my new game is saying the update is the Christmas event but when I start playing the game after I include the update the Christmas room says try next Christmas. ???????? Any word on that?
I had you on my friend list. I have the problem with my game after I foolishly bought the diamonds. I haven’t been able to play my game. Do you have me still on your friend list djd8899? Do you have my ios# by chance? Thank you, Donna Domingo
I still can't play either and I keep trying with customer support but got the same as you. They are working on it. I even contacted Elephant Games and they did answer me back with the uninstall reinstall suggestion. I told them I tried that and everything else but since the games are housed on their servers this kind of problem is something they need to address. I haven't heard back from them. This is just so frustrating. After spending years of hours and way too much money on the game to just be brushed off and forgotten is really hurtful. This is not the Big Fish Customer Support I've known in the past. I even responded to their usual survey email with a "very dissatisfied" and explained why and hoped that would maybe work but it didn't either. I didn't even get a response to it. I don't even know what to think at this point. I'll keep checking back and I hope we are all able to play again.
I’m still trying ( since 10/31). I’ve been working directly with the developer- Elephant Games. They tried to rebuild my game but found a new problem. I’m hating this!
Are you kidding me? You actually have someone doing something to help you? I have been emailing Big Fish since early November and Elephant since early December and have gotten no help nor any promise of help of any kind. And I have to tell you it has really been awful. I have been a Big Fish member since 2011 and owe hundreds of their games and this has been like a slap in the face. Not only was no help offered but usually not even answered or acknowledged. I've never seen customer support (and I use this term sarcastically) handled in such a poor manner. I'm retired now and my husband in in late stage dementia which I suppose is why the games became so important to me. And when I did work it was for a major bank and the majority of my job was customer relations and trust me on this if I had ever let a customer go for two months with a problem unresolved or treated them the way I've been treated I wouldn't have retired I would have been fired and rightfully so.
At least you got some response. I'm happy for you and hope you're able to play again soon.
Happy New Year,
Did anyone ever get their game back?
No I still haven't gotten my game back. I've contacted Elephant Games and our Big Fish customer support every few weeks but haven't had any luck. Elephant didn't even respond but the last answer I got from Big Fish was that they were waiting for Elephant to create a fix across the board that would fix everyone's game at the same time. My games been gone three and a half months now. I missed most of the Fall Event and all of the Winter Event so I have no clue how they intend on addressing that issue. I don't even know if I got the diamonds I purchased which caused the whole problem to begin with.