Aside from offers for purchasing rubies in the game you will also be presented with offers for various in-game items, equipment, building upgrades etc.
Rather than requiring you to purchase rubies to unlock the offers you will instead be required to spend rubies already on your account. These offers couldn't be simpler as they state exactly what you will receive and the cost in rubies for the item. Simply hit the purchase button, the rubies will be removed form your account and the item/s added to your relevant storage.
The support team has no influence on any of these specific offers with a reduced price, nor can items be purchased on request. Please keep playing, building and strengthening and in-time the offers will pop up for you!