• You didn't fulfill the requirements. Always check how to obtain a particular free pack in the Special tab of the Bank. Also, be sure to track your progress in terms of fulfilling the requirements — you can also do this in the Bank.

Important! If you set up a subscription that gives you Gold, only the bonus Gold counts toward free pack requirements — the amount of Gold is shown right after the name of the subscription with a note that says "Gold after purchase." Gold that you receive during the time your subscription is active doesn't count.

Any other Gold that you receive from Bank offers counts toward free pack requirements.

• You forgot to claim your pack, and it expired. Free packs are not credited automatically once you have fulfilled all the requirements. Claim packs manually in the Special tab of the Bank.

• Your payment failed to be completed on time, and the items were credited to you after the free offer had already expired. To avoid issues like this, try to fulfill the requirements for receiving a pack well in advance, and don't wait until the timer has almost expired.

If you fulfilled all the requirements and still didn't receive your free pack, please contact us.