I’m assuming that the refund is for a different account, right? Because if you have bought a game with the “kaili seto” account, you would have been waiting 2-3 days at the most… Just wanted to point that out in case your math was off.
The last time I contacted them with a (non-refund) concern it took them (checks) 64 hours.
I am not an insider, but if I had to guess, I would say that refunding a game involves an additional person (like an admin or an accountant) - or else one single, angry employee in support could cause the company a lot of trouble. That’s another full inbox that has to be worked through. And that second person involved probably has a weekend-break right now before they can put their stamp on the refund. At least, that’s what I’m imagining. I’m sure they aren’t ignoring you, if that’s what you were worried about. ;)