What to do if unable to contact winner?

Open

Someone won one of my giveaways a week ago and I sent the key through Steamgifts. He has been online since then but he hasn't activated it. I've tried to contact him through his email listed on the site (he didn't answer) and through steam (he accepted my friend request but didn't answer to my messages there either).
I'm not sure what to do, since he may have seen the key already (he's been online), so what if he's given it to someone else and it's already activated? I wouldn't want to request a new winner only to find out the key has been used. What do you think I should do?

7 years ago

Comment has been collapsed.

15 Comments

YummyCore

you can check his games whether he has used the game or not

7 years ago

Permalink

Comment has been collapsed.

Raktajino

I checked it, but he hasn't activated it. The issue is that he may have seen the key and used it on another account or given it to someone else, so it might have been used even if he didn't activate it on his main account.
It isn't an expensive game, so I could replace the key if absolutely necessary, but if there's a better solution I'd like to know.

7 years ago

Permalink

Comment has been collapsed.

Ydrisselle

I had a winner like this before; I requested a reroll, and it was accepted.

7 years ago

Permalink

Comment has been collapsed.

adam1224

Doesn't help if they would activate it on another account, then just claim it to be used :\

7 years ago

Permalink

Comment has been collapsed.

YummyCore

What are that kind of people even doing here :/

7 years ago

Permalink

Comment has been collapsed.

adam1224

Looking for free stuff, or even try to trade it away... profits.

7 years ago

Permalink

Comment has been collapsed.

Mully

request received feedback and see what happens.

7 years ago

Permalink

Comment has been collapsed.

Khalaq

(Senior Moderator)

Here is what you do:

Take screenshots of the email you sent, the Steam chat log wherein you contacted him, the Winners page wherein you revealed the key to him, etc. Anything that shows you attempted to deliver your gift. Support will want to see this to verify that you tried to deliver. Be sure and hide most of the key so that you do not reveal it in your screenshots.
Toggle the reveal on the key, again to hide it. If it has not yet been used, this will prevent it from being used.
File a ticket with Support. You may request a re-roll (if the key has not been used). Provide screenshots.
If the ticket was used, you may make a request for "Received" feedback, and Support will deal with the person who failed to activate. Provide any necessary screenshots.
Remember not to discuss private details of the above in public. We don't want you getting in trouble for calling out.

7 years ago*

Permalink

Comment has been collapsed.

Navaro

Question, you can ask for a reroll but arent sure if it has been used yet. You will only find out if the next winner cant activate.
If this happens can the ga be put back on the first winner and then set him on received?

Your steps are clear, only the question is if the key is still working... And what to do if it doesnt of course :)

7 years ago

Permalink

Comment has been collapsed.

Khalaq

(Senior Moderator)

That is exactly what happens. The re-roll is reversed, and "Received" feedback is pursued. To repeat, Support will handle the winner who failed to activate.

7 years ago

Permalink

Comment has been collapsed.

Raktajino

Thanks for the clarification! I'll do that then :)

7 years ago

Permalink

Comment has been collapsed.

Raktajino

I have the same question as Navaro... if a reroll is granted but the key has been used by the first winner, will I have to provide a new one?

7 years ago

Permalink