There's zero technical reason they can't do partial refunds... since they already do them. If you have gifted items on your account, they won't refund those full stop. They just close the account and those items disappear into the ether.I dont understand why the CS guy said they couldnt offer a partial refund on his account ... that makes no sense to me. Why on earth not? What's stopping them from refunding some items, but not others?
If that correspondence is true (and sadly it looks like it is) it reflects very poorly on CIG's attitude toward its customers... kind of like the "no refund" TOS did before this.
So one possible interpretation of this "all or nothing" refund policy is it's designed to allow them to pocket the difference of gifted items, of which there are many... because they fostered and encouraged that sort of thing. It will also have a chilling effect on refund requests overall, since even wanting to refund a tiny portion of your purchases leads to your entire account being closed summarily.
It's a really shady practice IMO.