Lost my Fashion Story Boutique, a Storm 8 game

i have AppleCare but cannot get a chat going so I came here.

i Have not been able to use my level 99 Storm 8 game since the last iOS update on or about 11/8/2016.

STorm 8 has stopped responding. not action taken on two tickets.

how can I get my game back either from ICloud or Itunes?

thank you

ELiza Walker