Yeah, sometimes they wind up at the bottom of the pile since the tickets work pretty much the same way the forum does.
Support volunteers, so they try to get to tickets in their free time. Some of them work from the back to front, so it's hard to say when they get to it.
Have you tried contacting your winner via Steam/email? Or did you pass the game off and they blocked you or something?
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My giveaway was closed a month ago and I am still waiting for a feedback from the winner. I created support ticket about this 2 weeks ago and no one replied yet...
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