Refund on a broken game

Ok i got denied on a refund for a game called Hollow it wasnt to long ago i bought it but anyways Hollow is a game that you can get softlocked or have things not load in zones where you just wander empty rooms i played for a while till i came across the
softlocks and not loading stuff u c this game is unplayable for these issues keep me from being able to play i had very busted game before called AGONY i got a refund on it and played it then later on i bought the game again when i heard about its updates
this game however doesn't seem to have a chance of being fixed in the future Hollow is like AGONY in the way that its its unplayable though while i explained that aswell i got denied saying i played it so i can't get a refund which is really well screwed since
i can't finish the game or just simply ignore the issues since the issues keeps me from playing its a digital purchase btw so isnt there a exception with a game being unplayable or something ik ppl cant cant help with refunds on here im mainly asking if theres
exceptions for a unfinished or unplayable games cuz of the bugs in it

:)