Solitaire Home story

This is the second time I purchased the pass in solitare home story and can’t play it! Last time was in October I live chatted with someone and they told me they were aware of the problem and was working on it! Never got reimbursed for my gems and the game started working again so I let it go! Now the exact same thing is happening and I am not happy that’s 300 gems total I’m losing out on which I purchased with money and it is also the monthly game and it is part of an event that just ended that I couldn’t finish and it’s apart of the new event! It’s completely unacceptable that you cannot contact anyone to resolve these issues and very unprofessional! I’ve been a paying member for over 20 years and I’m about fed up!