I just got my coins from my city. When I got my prizes, and went to save a few, some did not go into my charm ‘holder’. I clicked out, opened it again…nothing changed, nada, nyet.
This isn’t the first time this has happened, either.
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Steve, figured post and see if anyone else had the same problem…
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Let’s clarify some terms for better understanding. There are two key areas to keep in mind: the charm buffer and the charm manager.
The charm buffer is located on the right side and allows you to load up to four sets of charms.
The charm manager is where all your charms are stored.
Sometimes, when collecting green prizes after gathering coins from your city, the charms from those prizes might skip the charm buffer and go straight into the charm manager.
If you notice that the total number of charms in the charm manager hasn’t changed after collecting prizes, it’s usually because the client-side (your browser or CW app) hasn’t synced correctly with the server. For example, if you open the charm manager immediately after clicking “collect prizes,” the charms from green prizes will not show in the charm buffer or charm manager. It will look like you didn’t get the charms.
To fix this, simply refresh your browser to sync the client with the server. Once refreshed, the total charm count should reflect the correct amount.
Additionally, I recommend logging out and logging back in at least once a week. When CW updates the application, those updates may not always load properly on the client-side. Logging out and back in ensures you get the latest updates, including new games, slots, clothing and accessories that might not appear otherwise.
Hope this helps! 
Happy Holidays.
-NG
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NG, I log out after playing, so…
Does not help. They disappear while collecting and playing game. Lots and lots of charms every month.
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I have been having a disappearing charm issue as well. A party throws 8 Heli’s and when checking inventory there was only 1. This has happened several times in the past and it’s highly aggravating. I’ve had several different charm inventories disappear. And NO! They weren’t lost on a payout
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This is still happening. Just this morning I hosted a party where I bought 2 helis and another guest also bought a couple. After party, inventory shows 1.. Spending gems on charms and not receiving them is unacceptable. 
I have seen posted before, whether if something like this was “reported” or not. How do you “report” something? I also would like to know why we can’t take screen shots of a specific screen we may see and would like to save in our photos. The only time is in the lobby? For example: I wanted a screen shot of my JP. I wanted a screen shot of the free spin issue with Derby Darlins.
Do you want to access these functions that you see in a lobby or party room at the bottom of the screen?
When you are in a game room you need to click on your own name in the side bar
Or, if you don’t want/need to save them within CW, you can use the screenshot function in your internet browser, using the ‘prt sc’ key on the keyboard or by using the built in function like this one
Obviously this applies to windows PCs not phones or Apple computers
@DB4LBroncos Try refreshing your game. On a PC or Mac, just refresh the browser; on a phone or tablet app, close the game and start it back up. Sometimes charms don’t show up in your inventory until you refresh, similar to how newly added friends don’t show up on your friend list right away. Hope it works.
Yes!! I want to this ability on any page I’m on. I don’t see that on my page or profile. Again…what am I missing? Derby Darlins has a program problem. twice again my free spins stop saying “reloading” and it freezes after the first one and have to reboot just to continue. Who knows how much I could’ve gained? I love this slot but it has issues. the 100K level pays way more than the 250K level as that one just sucks coins with nothing ever really happening. The higher the bet, the worst it gets
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Refreshing the game or even the site does not correct anything
I do see the camera option now.
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Funny, I just lost 2 heli’s gifted at a party, then remembered this post and read it.
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I do really well on this slot with a 5M bet, but never anything on 7.5M so I hear what you are saying there. Not rich enough yet to even try 10M. Best of luck, just keep doing what you are doing 
Especially if you think it works. I do.
This does not answer the missing charms issues which has happened YET AGAIN! Spending money to buy gems to buy charms and not receiving them has this player furious now. WTF??? And repeating…I am anal about tracking my charms and how I use them and this is getting beyond acceptable. The bet level goes that high??
I don’t see the camera now
I don’t know how to answer the missing charms issue but. I think you will need to raise a customer service ticket with the ‘submit a request’ option - if you want to take screenshots to support that service ticket hopefully you will be able to do that
This is still happening. What is a customer service ticket? Submit a Request?
Yes it’s the submit a request function - fingers crossed they resolve it for you
TY 4 that. This complaint/comment does not come with other mistakes with the site program. I’ve been rewarded in some cases when I shouldn’t have. Example: In slot play, 10 (what I call poker cards) acted as a wild that boosted that spin. In Jewels I see colored gems add to a column bucket on the opposite side of the screen. Things like that are odd. So missing charms seem to be rewarded in a different way so to speak? SMS (shrugging my shoulders)