They didn’t really elaborate when tech support told me this, but something to that effect. Good luck.

Steams support is still a joke. I had a rather unpleasant experience with them three weeks ago. I purchased a 4x game which I won’t name. I had issues with the game crashing immediately and eventually the save got bad enough that it would crash immediately after loading. Steam official support for any non valve…

What steam fails to mention in the response to your refund request is that the refund system is entirely automated. When it seems like no body is reading your request it’s because they aren’t. To get an actual person to review it you need to submit a help request about your refund.