PaterAlf: It could be a decline in service or a huge number of new customers. If you have ten times more customers, then it's only logical that ten times more complaining threads would appear in the forum. I guess the truth is somewhere in the middle.
[...]
Not necessarily. When one runs a number of marketing events with the goal to increase their userbase, they should also be pro-active and prepare for the additional strain the increase in customers would put on support. The fact that the response times have increased is a sign that support is understaffed and/or not effective enough. I don't think it's a coincidence that Firek keeps saying that they have to prioritise.
PaterAlf: [...]
My last contact was on July, the 17th. A game disappeared from my account (after the rest of the gift order I bought the game with was redeemed by another user) and they solved the issue within hours (faster than I expected).
Lucky you, then. It took them days to process a refund request of mine - even though I had given them all the required details when I initially submitted my ticket, they asked for them in their initial reply (which makes me think that they didn't even read my message, and just sent me the corresponding scripted reply), then took another five days to finally conclude the process.