This can happen when the game does not have the downloaded features on your device yet.
As the game needs to have this information to open the feature, we recommended checking out HOW MUCH SPACE you have on your device and remove any unused Apps so it can download it for you. The higher the level you are, the more images you have on the screen and so you do need to make sure it has enough space to grab this for you so you can enjoy this event. Most of the time it seems that this is the issue.
Below I have provided links that will provide you the steps to check the amount of storage you have: ANDROID DEVICES: https://support.google.com/android-one/answer/2840863