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[More info needed] No mana or extra turn generates on 4 gem match

Platform, device version and operating system:
PC, windows 8

Screenshot or image:

What you were expecting to happen, and what actually happened:
A four gem match was made with no frozen characters. The match generated neither mana nor an extra turn.

How often does this happen? When did it begin happening?
Has happened once for four gems, multiple times for three gems.

Steps to make it happen again
Just occured with reular play, don’t know when these things are going to happen

This is a long time reported issue which we can’t reproduce or find in the code. In order to make any progress on this we need videos of it happening sorry. This is much easier to record for someone on Windows 10. We’ve asked plenty of players for videos though so it should be ok if you can’t send one.