I've spent thousands of dollars on this game and although I have won plenty, I've had problems with items disappearing and not being returned. The only way to contact 'support' is via email through the game. There are times I get no response or when I do it's days later. Sometimes they reimburse me, but on more than one occasion they've simply said "Sorry, the error is not showing on our end so therefore we are not able to refund you." I have complained many many times to them and so have many other players. But most times, nothing is done.