Board Thread:Troubleshooting/@comment-97.89.79.226-20150901222710/@comment-24668482-20150902060438

Go to Apple's Report a Problem website and log in with your Apple ID used to make the in-game purchase. This will show you all the purchases you made in the last 90 days. Find the purchase of rubies that you never got (check the date to make sure it is the right one in case you've bought them more than once). Tap on report a problem next to that purchase. They a have a bunch of reasons you can select from or a space to write a different reason. Be sure to specify that you paid for an item in the game and never received it. Hopefully, iTunes will issue you a refund when they review your request. They are usually pretty good about it.

The next time you want to make a purchase, double tap your home button to bring up the list of open apps, exit the game by swiping up (and everything else if you have a bunch of apps open). Then go to settings - safari - clear cookies and data (this will close all safari tabs and log you out of websites so bookmark anything important first). Re-open the game and go to the friends section and try visiting friends/top100 list to confirm you have a strong connection with the game servers. Then make the purchase.

You don't need to do that every time you make a purchase, but doing once might clear out any problems of it was a connection problem on your end rather than a connection problem on game servers end. But there is never any harm in checking that you are connected to iTunes and game servers ahead of time when making purchase. And quitting the game occasionally helps it run smoother.