Microsoft won´t refund purchased digital content which doesn´t work

I am truly astonished, Microsfot Customer Support won´t give a refund of a digital purchased game which is not working!!

I can barely believe it, but after + 10 exchanged emails with the customer support team, they state that the game has been played and thus they won´t refund the purchase, they won´t even listen to the rest of my claim.

I purchased Monopoly Plus for Xbox One 2 weeks ago or so and when I try to play it since, everytime but once, the game freezes on the loading screen before the match starts.
This has happened EVERYTIME I have tried to play but once, making the game unplayable at all. But it seems like it got to run once (I got 2 achievements, I think that´s what they are clinging to) they state that they are not refunding.

I have uploaded like 9 videos to my Xbox Account Activity Fee with the game crashing to show it to the Customer Support, recorded different days and at different day hours, but it doesn´t seem to matter at all.

As long as the game is able to run, it seems it is not refundable. This is not stated in the MS Refund Policy, and I feel totally cheated by this bought.

Has any of you had a similar problem? Did you manage to solve it in any way?

Thanks in advance

:)