You have to give the winner 7 days to claim the key.
Comment has been collapsed.
You are required to send the winner the game and are not allowed to request a new winner unless the winner has broken sites rules (within a certain time period or an old infraction that they have not been suspended for yet) or they give you permission for whatever reason. If they are not a rule breaker, they need them to leave a comment saying that you have permission to request a new winner or delete the giveaway before support will approve it.
Edit: I'm pretty sure these are still the rules. If the winner has an unactivated win on their account from the last 30 days, all giveaway creators have the ability to request a new winner in that time period. The user will end up getting a suspension as well once support is notified. If the user is not caught within 30 days, they will be suspended anytime in the future if someone reports them and support finds out. If you see that someone has an unactivated win that is over 30 days, but recent enough that they may not have been suspended yet, you can request for a new winner and support will either approve it if they haven't been suspended or let you know they have already been suspended and you will need to send the game.
Other reasons for why a winner may want you to pick a new winner would be if they already own the game (this is harder to happen now, but it does still happen) or if they accidentally entered or changed their mind and just don't want the game for some reason.
If the winner cannot activate the game because of a region restriction, you will not be able to pick a new winner. The giveaway will need to be deleted with the winners permission (or they can just mark the giveaway as not received) and you can create a new giveaway with the proper region restrictions.
Comment has been collapsed.
Reroll is done manually. You need to give a reason for reroll.
I used it since the winner didnt claim the key despite being online for 7 days.
Comment has been collapsed.
Do you have to give a reason?
yes
Does the user know that they were chosen and you took it away?
They won't get a notification AFAIK, but if they were notified about winning before, so they can understand that something went wrong if their win disappeared.
Are you making more work for the admins if you reject many winners, or is it fully automated?
Yes, it's done manually.
For what reasons have you used this function in the past?
mostly two reasons:
- winner has game already
- winner has violated site rules recently.
Comment has been collapsed.
like the others says you have to wait 7 days and also have prof you tried to contact them either by messaging in their thread on here or adding them on Steam if they still don't respond then you have prof enough for a re-roll other prof would be if the winner says you can re-roll it
reasons might be:
won or bought the game since winning yours or entering and forgot to remove entry
was able to entre for game they already own - can happen for some reason (not sure why it does though)
not being able to fulfil the rules of giveaway such as if it was in a group and it has rules to play the game within two weeks and they won't be able to do so
since left the group or white list needed to be a part of to join giveaway
add to persons black list before giveaway ended ( i think this is ok - mostly if they have added you to theirs)
i have used re-roll a few times it usually is ok if you have valid reasons and prof for the re-roll
Comment has been collapsed.
"was able to entre for game they already own - can happen for some reason (not sure why it does though)"
This usually happens because Steam does not properly report ownership of a game. There can be a few reasons for that, most common these days being that steam is still learning about the game or because the thing that is given away is treated like a bundle and steam is not reporting ownership of all the parts of that bundle. More rarely a game might have multiple AppIDs, generally because of some regional shenanigans (the first Darksiders for an example has this, where certain eastern European countries had a different AppID than the rest of the world, which resulted in steam treating it like a separate game entirely)
"add to persons black list before giveaway ended ( i think this is ok - mostly if they have added you to theirs)"
I don't think this is a valid reason. Rules might have changed (I've not been very active on SG recently), but in the past this would not be cause for a re-roll.
Comment has been collapsed.
I've used it before for different reasons. Most common ones were it was a group giveaway but the user wasn't in the group any longer or the user did not redeem the key after 7 days and did not react when being contacted. In both cases you need to provide proof (screenshot of when user left or was kicked out of group or proof of contacting the winner).
In a few cases winner had unactivated wins for which you can always send a ticket to support (though be patient, those tickets take a while) . They will tell you if the winner already did their time for breaking the rules or not, in which case they will reroll.
Then there are two more reasons, but they don't happen that often.
The winner already owns the game (or a majority of a bundle ). You can always request a new winner here. This can happen when there are different versions of the game in steam or for DLCs since they are not recognized my SG as already owned.
And the winner rejects the win, for this case the winner must clearly state that they want a reroll.
All of this cases are "extra" work for support since they are handled manually.
Comment has been collapsed.
The guidelines don't say much about requesting a new winner. I've never tried the option.
Do you have to give a reason? Does the user know that they were chosen and you took it away? Are you making more work for the admins if you reject many winners, or is it fully automated?
For what reasons have you used this function in the past?
Comment has been collapsed.