Policy on Refunds, having issues with customer support.

Does anyone know where the policy on refunds is?

I bought gold to play in my first game, a good bit, then I came to find out people were cheating. The two other big coalitions were actually the same people multiboxing. I got proof and showed customer service. I asked for a refund due to the fact that there was active cheating going on, and the fact I spend a lot on Rockets and to get to Nuke Rockets, which happen to be bugged and don't work at all.

I also played Evony and Rise of Kingdoms to get extra gold, a lot in fact, probably 300-400k gold.

They have responded that they can only give me a partial refund, and when they do they are going to talk all of my gold and everything on the account, and I will no longer be able to give units orders or play. This is extortion.

All the extra gold that I have accumulated from Evony and Rise of Kingdoms that I have made send that game ended is going to be taken? all of my boosters I saved from the tutorial is going to be taken? I won't be able to play games anymore? This is extortion from customer service, for wanting a refund, because I was cheated by both the players, and the game.

Is this normal around here? Is there a refund policy someone can link me?