We are very sorry for the technical difficulties you had. The first number you called was Tripadvisor. The second number you called was our offices, which were closed so that our employees could enjoy Thanksgiving. You were sent a response via email, which guided you to a video that would show you how to tap your phone screen in order to enter the passcodes (in the spot that says "Tap Here To Enter Passcode,") but you must not have received it in time to continue the game. We do need a request in order to issue a refund, which we did not receive from you. You must have asked Tripadvisor, who is not able to process refunds because they are only a third party seller. Again, we are very sorry for allowing our employees the day off on Thanksgiving.