Two months ago all of my characters disappeared. I contacted AGS support and they said my characters are somehow not linked to any steam account and they need to escalate the ticket to the devs. After two weeks they closed the ticket saying to do a steam account recovery (which made no sense because my steam account is fine). Then after talking to three people I was able to get the ticket reopened. It has been another month and a half and still no reply from the devs other than they are "looking in to it rest assured". Today I asked for a refund for money spent in the game since I cannot access anything I paid for. They said "You cannot be able to get a refund for this as we do not grant refunds with these decisions as well they come from the developers".

If you have any issues with this game don't expect them to get resolved since the support from Smilegate is beyond a joke. The only people you can talk to are AGS intermediaries reading off a sheet of responses.

Update 6/7/2022: They closed the ticket again without any resolution or even a notification that they closed it. I had to get it reopened for a second time after reaching out to AGS for an update on the ticket.

Update 6/23/2022: The characters have been finally restored. The compensation I received after losing 84 days of progress was laughable.