If you play on iOS, please write a request to Apple. You can get all instructions here: https://support.apple.com/en-us/HT204084.
If you play on Android please request a refund in your Google account. Here's the manual on how to do it: https://support.google.com/googleplay/answer/7205930?hl=en
If you have purchased an item but didn't receive it in your game, you can first try to fully close the app and open it again. If it's still not added to your game, please contact customer support and send them the receipt of your purchase order.
For iOS:
- Open the App Store on your device.
- Enter your Profile by tapping the upper right corner icon.
- Tap on your name (Apple ID). You may need to enter the account again.
- Scroll down to Purchase History and find your purchase.
- Tap the arrow next to the "Total" to open the order details and make a screenshot.
For Android: make sure the receipt contains your order number.
You can find it here: https://pay.google.com/gp/w/u/0/home/activity Log in to the account you've made purchases with, and you'll see a list of all your purchases. Tap on payment to open its details. The Google Play order number format looks like this: GPA.--****-*****.
Google Play: https://support.google.com/googleplay/answer/2850369?hl=enApp Store: https://support.apple.com/en-us/HT204088