Sometimes, you might think that some coins/cash have disappeared from your account.
We do keep a record of your coins and Gem balance and the most common reasons for your balance to be decreasing are:
Cue recharge costs, please check if your cue is set to auto-recharge. Just click on the cue and you will see the charge. In the image, you have a full charge at 5/5, the cost to recharge is 8 - 25 Gems and you can see the option to have your cue set to auto recharge or not. Remember you can earn FREE Gems daily from; Achivements, Free Season Pass, Chests, Free Rewards (Mobile only)
Your account has been flagged and you were coin suspended by our system. This happens if your account is tracked for infringing our Terms and Conditions.
Make sure you are actually logged in to the correct account! It may happen that you logged in with another login method, email or changed your social network account details, such as Facebook login, and instead of entering your normal account you created a new one or signed in to another already existing account!
Matches played and lost - check if any friends or family members may have played on your account without your knowledge.
If you believe someone else is playing on your account, please contact customer support explaining you believe your account has been hacked.
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