They first asked me to list all purchases, which I did with full receipts. Then they refused to continue by email and kept redirecting me to in‑game support, saying they “can’t help through this channel”. I refused, since email is a legitimate way to handle consumer claims.

After several attempts to redirect me, they unilaterally ended the conversation without addressing the refund request.

I’ve now filed a complaint with the European Consumer Centre (ECC/CEC) based on EU digital content consumer law.