@taws - If its the case I'm thinking of thats because you were wrong and they weren't multi's.
@others: Yes I do refund points. You probably wouldn't notice it because I don't have the time to send round 10messages tell people "You got 15

back because this game was unfair". I also don't always reply when I've dealt with a case, particularly if several people all reported it.
As you say, its exam season, so this is far from my top priority, but we're ticking over.
The one thing I really want to do (perhaps we should all suggest/request it in Kestas' updates form) is the ability to annul a game. That way, all that would need to be done would be to do that and it would cancel the game, removed records of it and give back the points.