ineligible for refund stated as request for denial for refund request.

I am playing Words with Friends, a gaming app. I ordered a pile of coins that cost $19.99 but was charged for two. I requested a refund but was denied for the reason, "ineligible for refund" but no other reason. I requested a review of that decision but it came back the same. I want a specific reason why it was denied but have had no success.