Denied a refund with no email explanation as to why

I bought a game on the 23rd of this month which has not succeeded 14 days even as of the typing of this community note. I requested the refund for the game i digitally bought and was denied the request, i was also not sent a email notifying me of my denied
request. I had to manually go to the microsoft webpage and check my order history for the things i bought, i was only refunded the add ons of the game but was denied a refund of the actual game itself. I even waited past the 72 hour waiting time for even just
the add ons to finally be requested. I did not enjoy the game i bought which was for 19.95$. I keep getting ignored when i send questions to the xbox support team with no response. Can i get an explanation or some kind of help with my problem?

:)