almost 4 years ago - Gay Myers (Luzi) - Direct link
If you want to issue a refund, contact Steam for that.

Otherwise, for bugs and issues, read this: Click You can try the technical sub-forum to see if someone can help you as others might have experienced the issue.

Additionally to that, please understand that there can be a influx of tickets during specific times and generally contacting ANY customer support, I'd expect about two for a response. They will get to it. Also please do not resend tickets as this will bump your tickets at the end of the queue.