Moon Active complaint: Support team are you there?

I’ve been playing coinmaster for about a year and I am fed up reporting to the support team glitches in their game. I’m actually getting to the point where I believe this is done on purpose. You work hard (time) to build your village and win spins and coins to do so. What happens is you win the large amount of spins or coins that all of a sudden it disappears you write this support team and receive a pre-written email stating they’re busy and will be back with you. Then that’s it you will not receive your losses nor a second email. If they don’t have support team then take the Support option off the game. There’s many ( Hundreds) players on Facebook that say the same thing. I know they see this as a problem so if this was my company I would find this solution to fix it. I’m writing this because I lost 600 spins this morning that disappeared AGAIN!!!. I know this is only a game in this sounds funny but this game is a big money maker and priority should be customer service or you will have no more company