ex not working can't get promoted and game not save my coins earned and ex earned but saves my gameplay

Hi i being playing miniblox for quite a white but my leavels are not increasing i had being given 2 messager that i have promoted to leavel 5 but when i check on the home screen on the leavel bord it still says it is at leavel 4 and when ever i come back to the bame my coins are gone it is hapening for quite a while i am dancingwhale.0orn