Company Response
12/14/2023
Hi Fernanda,
This is Cherry of Zynga's Executive Relations Team and your message regarding your missing 1 Trillion Chips in Zynga Poker has been brought to our attention for review. I'll personally handle your case and thank you for raising this to us.
Fernanda, I'm sorry to hear that your game constantly freezes which causes your Chips to disappear and prevents you from completing the Watch Series. I know that you spent your hard earned money on the game and even reached VIP status. We appreciate your continued support and loyalty to our game. That's why we granted you the amount of 180 billion Chips as a one-time courtesy when you contacted our Support team on December 05, 2023 through reference #17919658.
As I further investigate, it appears that your last purchase of Gold was on 2023-12-05 13:55:31. I also studied the flow of your Chips from that date up to this writing. I noticed that you experienced a series of losses. To share details, it's rare for Chips to go missing from an active account. Your Chips were lost through normal gameplay.
Please see the record of your biggest losses in the game:
Date Time (PST)
2023-12-09 15:11:28.333 Hold'Em deduction -87,900,000,000
2023-12-09 13:47:57.12 Omaha deduction -400,000,000,000
2023-12-08 15:07:18.637 Hold'Em deduction -500,000,000,000
2023-12-08 15:39:04.832 Hold'Em deduction -115,000,000,000
2023-12-08 15:56:51.831 Hold'Em deduction -398,800,000,000
2023-12-08 17:44:16.769 Hold'Em deduction -142,500,000,000
2023-12-05 17:58:09.897 Hold'Em deduction -167,456,886,465
2023-12-04 09:16:44.414 Hold'Em deduction -324,050,000,000
2023-12-04 04:32:37.70 Hold'Em deduction -185,000,000,000
2023-12-04 04:28:59.703 Hold'Em deduction -160,000,000,000
In regards to your Watch, I am unable to see any discrepancy. It shows that your Watch counter has been progressing according to your gameplay. I understand that this feature is challenging and becomes more difficult the further you advance in the game. I know how much you want to complete your Watch Series however, I'm unable to grant your request. This is to keep a fair environment for everyone who is as avid as a player like you.
Let me share with you an article on how you can accumulate more Watch Points: https://zynga.support/PokerCharge
Regarding players who display inappropriate behaviors, you can take part in preventing them from completely ruining the gameplay experience of others by reporting them within the game. You may refer to this link on how to report: https://zynga.support/PokerBotsCheaters
Additionally, I highly recommend that you update your game to get the latest version, or you can refresh the game once or twice to keep you connected. For more information on this, you can visit our support page for related troubleshooting steps that you can also try to resolve the setback you're having.
https://zynga.my/PokerTSforIOS
For your future gameplay concern, you may contact our Customer Support from the link below:
http://zynga.my/ContactSupport
Thank you for your understanding.
Regards,
Cherry C.
Zynga Executive Relations
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