Atlas has become one of the biggest disappointments of 2018, and it hasn't gone unnoticed. It has an abysmal rating on Steam and Valve are now refunding the game even if someone played it for more than two hours, which doesn't occur often.
Atlas has been called a cheap reskin of ARK: Survival Evolved and it pretty much is just an asset flip by Grapeshot Games. The start is identical, UI looks just about the same and gameplay seems to be pasted from ARK. To kick things up a notch, the developers didn't optimise the game properly which makes it run at 30 FPS with medium settings on high-end systems.
Therefore, it was only a matter of time before people would start asking for refunds and while Steam has a refund policy that clearly states you can't get a refund if you played a game for more than two hours, Valve have decided to help consumers out and approve refunds even if they had more in-game time.
A Redditor named Corrupt3dz posted a thread to let others know they managed to get a refund after eight hours of supposed playing. "Playing" is a generous term in Atlas' case since many players were stuck in the login screen or menus for hours on end, without being able to hop into the actual game.
Corrupt3dz's refund request was denied several times due to the in-game time going way past the allowed two hours, but according to the user, these denials were handled by the automated system. Once an actual human being took a look at the ticket, they approved the refund despite the user giving up beforehand.
In the Reddit post explanation, Corrupt3dz clarified that other refund tickets will likely be denied as well, but a staff member will eventually take a look at them and correct the issue. Now it seems like Valve are well aware of the state Atlas is in, with many players being unable to actually play the game even after they manage to get past the login screen.