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Since Steam accepted the payment, unfortunately I can't directly offer you a refund. You can submit a refund request to steam here:
https://support.steampowered.com/
As for the issue, I know support resolutions have been slow over the past couple of weeks. I'm trying to pick the pace back up now that the Xbox version of the game is out the door. I'm definitely aware that some people appear to be getting an inordinate number of disconnects and weirdly laggy or low fps play when playing online. This will be high on my priority list after I fix the error that some people are getting that stop them from starting the game at all (CreateDevice error).
If you do get a refund, I hope you buy the game again once the issue is fixed!
I do hope he decides to keep the game and enjoys it once it works (for what it matters, I have no problems, so know it's not a complete waste of money, just odd circumstances). This is one of my favorite games ever, now, and I can't wait for user-made maps.
No, he's just whining.
Just because someone can't press 'P' or look at controls doesn't mean they're entitled to a refund on a perfectly WORKING product.
How was his problem related at all to the control system ? Did you even read his post? Just because you have had no problems it doesn't mean he hasn't.
15 quid can be a lot of money to some peoples gaming budget , he is entitled to ask for a refund without being called a whiner.