I understand your positivistic point of view, but that is simply not the case here. This is not a new game or framework, this has been around for years, the same version, and on countries that have way more players than this one.
I am not an expert or anything, but Blackbird and the Ecladia run the same thing in it. There gotta be some reason only this one is acting like this. I bet it's the number of players that are being multiplied by 10 because of this insane box limit.
I can expect denial of service and delays in solving issues of "resellers" like 4game. But for the developer itself? I find this outrageous, and by denying refunds, this escalates to a whole new level. This whole situation is mindblowing