That's what it's like trying to get a refund from ANY of the EA vendors thru Plimus. Primeval-EA is the second EA I've tested and found to be pretty useless...and then tried to get my refund through Plimus. I only got the refund for the first EA once I had escalated to Plimus and suggested my solicitor might get involved! As for Primeval-EA, I'm still getting the same line as a previous forum member wrote...basically they say I haven't run it for long enough and ask me to continue. Luckily its on demo so only losing 'funny money', otherwise I would have stopped long ago. I'll wait until I've run it for 4 weeks, or there's no money left in the acocunt...whichever comes first

and then go through the same rigmarole with Plimus. Of course, the longer you leave the refund, the more time the vendor has to make interest on your money....
My advice to anyone thinking of purchasing this EA is DON'T unless you like to give your money away and then have the 'fun' of trying to get a refund.