Please read my colleague's response carefully. I will agree that he should have stated that contacting the game's official support is a good idea, rather than making it appear that it's your only option, and I apologize for that. I'm sure this was not his intention. That being said, he did outline your refund options - store credit was only one of these options.

We usually suggest contacting the official support early after a game's release, for obvious reasons. At that time, game developers are usually still working on the title, and are able to fix in-game issues on their end. They have full access to their game's internals, after all.
And, while we pride ourselves in offering in-house support, it's safe to say that developers are better equipped to solve many issues. What we can do is check for any compatibility problems, offer practical solutions and workarounds, and escalate issues to our tech folk, when needed - but we will typicaly not modify games that are still in development.

I will get back to you in your original ticket in a moment.