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I managed to upgrade Bob somehow to lvl 3 and didn't see any of these shards (or didn't notice)
though they are low chance, you can also get them via challange shop the 1000 option though its random char.
Each time you fight against an opponent you see what you could possibly get after winning...but the percentage is very low.
Or else if you do the challenge events (there is 2 active each time - the very first event on the upper left when you start the game), you need 1000 tokens to get random character tokens (and a totally random number of these).
There is another thing to understand...1st level of each character is only 1 token, 2nd level - 5 tokens, 3rd level - 10 tokens...and so on until 10th level.
You can "upgrade" (level up) every charakter as long as you gain tokes and hit level 10 which is max.
And your 1st hero on Level10 shouldnt be Louise. Trust me, spin only for the 4 i mentioned. Bobby/Tina for Rumble defense when you're attacking and Roger/Dale for defending and did ally our 10 attacks on Rumble (maybe Fry, too but i wont focus on too many heroes as you need longer to level them up).
I meant I have to fight versus another Louise to upgrade mine one in arena