Thanks for bringing this to our attention. After looking into it further, it became clear it’s a case of an unfortunate misunderstanding on the part of our Customer Support Rep – the technical issues with the game weren’t considered during the refund process, most likely due to the fact two tickets about the same inquiry have been made and only one was looked into at first (my recommendation for the future is to avoid opening more than one ticket about the same request and giving as much info as possible after you submitted your request).
Rest assured your cash refund request will be approved as soon as our Support gets back to you.

We’ve tried to make our voluntary refund policy as customer-friendly as possible, however we do err on the side of caution when considering the individual refund requests in an attempt to prevent any potential abuse. This case in particular should not have been considered as such, for what we sincerely apologize.

It sometimes happens that someone accidentally opens a ticket, or just to make sure :) I am happy we were able to clear the situation up for you!


As we mentioned in this thread, we don't ban people for rep abuse. We can't track reputation, and that's why we simply ask users to use it in justified cases in our Code of Conduct.

As people are now derailing the thread with another topic and since we managed to help OP, I will be closing this it now :)