If the ads are not loading, kindly check your internet connection and do the following before contacting the support team:
For iOS devices:
1. Go to Settings → Privacy → Advertising.
2. Disable the Limit Ad Tracking option.
3. Restart the game and check the ad again.
For Android devices:
1. Go to Settings → Google → Ads→ Opt out of Ads Personalization.
2. Disable ads personalization if it was enabled or enable it if it was disabled.
3. Restart the game and check the ad again.
Also, please make sure that you have a working internet connection. If you’re using mobile data, try switching to WIFI.