Please try to re-connect your Facebook to your account if it was connected with your Facebook before.
If your account wasn't connected to your Facebook before, please provide us the information as follow.
-Your previous account ID and the new one (you can find it on the setting page of the game menu)
-Your last login time
-Your last known Level and Balance, VIP Status, your Play Habits
-Any receipt (with TRANSACTION ID on for Android).
The more details you provide, the more effectively your account will be restored.