BFG CS is based in the US.   Gamehouse, which merged with Real Arcade, probably outsources their CS to India or Pakistan. 

That was the case when I was a member of RA.  Any CS issue resulted in the same response:  uninstall and redownload the game.  If that didn't work, the next thing they wanted you to do was uninstall and redownload the game manager.  Then it escalated to uninstalling and reinstalling Windows.

I quit RA for a while and when I wanted to get back into gaming, discovered that they had just merged with GH.  I lost access to about half a dozen games, they had just disappeared from my purchase history.  They included several Mystery Case File games.  Another two dozen games were still there but refused to play.

Supposedly people were supposed to receive coupons to replace the games that had disappeared from their purchase history because they were 'no longer available' at GH.  Their messageboard were filled with posts from people complaining that they the getting the run around and didn't receive a coupon or even an answer to their e-mails.

That was when I joined BFG.  I don't care how cheap GH sells things, I don't want the hassle of dealing with them.   I don't even look at their website anymore because it contains outside ads and every time I have checked their site, I wind up with tons of cookies being dropped on my computer.

Good luck in straightening out the mess.

I finish a great game called The Lake House: Children of Silence.  Full of gloomy & overcast weather, great atmosphere to go with a compelling story complete with masks.  Ever since I played Scratches I have hated masks. Creepy things!   I felt like playing another game with gloomy & overcast weather and a compelling story, this one without masks, so I began Shivers: The Vanishing Hitchhiker.

Tirama...Thanks for reminding me.  It has been too long since I have deleted my cookies and browser history. 

I had one problem with Gamehouse back in the day that they had live chat.  My game page with my purchased games was just showing a white page.  I got helped with over that, so when I now go to my purchased games they are visible and I can d/l them.  Nowadays, I would hate to explain that in a email.
 

Ooh, Sunshine, two good ones.  I have the CE of Lake House, the bonus is about the father/grandfather, whichever it was that started it all.
I have to get my games this Monday or next, I'm always scared I will forget if I put it off.  Unless there's something super special coming out this week there's no need to wait.  I didn't like the second Love Chronicles, although I hear the new one coming out is supposed to be different and Christmassy.

I've been playing Gizmos lately, boy those nanograms are hard to put down.  I find myself saying just one more just one more and an hour has gone by!

I have yet to hear anything back from BFG and I still can not dl from my purchased list.  Very annoying.

http://www.allaboutcasualgame.com/p/best-of-2014.html

This is the link for voting.