So, turns out the same thing happened to me. That order I was complaining about last week?
I sent them the form and didn't hear back so I complained for an entire week until finally I got an answer saying that they didn't get it. So I sent it again. This process I just described? It happened 4 times. Yes, you read that right. 4 times I sent them the form and after complaining about the lack of feedback I'd get an e-mail saying that they didn't get it.
Yesterday I threatened them with a credit card chargeback and lo and behold, today I get an e-mail saying that my form is being processed and that I should either expect a refund or a new copy to be dispatched within 2-5 working days.
I already told them that I want a refund, there's no way I'm waiting another month for a game that by now I can buy cheaper at my local retail than what I paid them initially not to mention that it might "disappear" again.
Fuck those guys.