We strive to maintain a fair gaming environment. If your account is blocked, the most likely reason is a violation of payment rules, specifically a refund for used resources.
How it works: When you buy resources (gold, energy), they are instantly added to your balance. If you initiate a refund through the store (App Store/Google Play), the system must automatically remove these resources.
Important to know:
If you have already used these resources and there is not enough balance to deduct, the system flags the account as fraud.
Access to the game is blocked due to the attempt to gain an advantage without actual payment.
What to do? Do not spend resources if you plan a refund. If you are already blocked, contact support with:
Your Game ID.
The reason for the refund.