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Not exactly the same situation as you described but I did buy a star deal once last year, paid and then could not find my order in my purchase history... To which I received the following email:

"Hi - I am sorry about this, I've just checked your account and see the order is missing too.

It appears that about the time you ordered we had a small problem with our system, shortly after you placed your order a blip in our system removed your order - leaving you without your game. The payment was received but the order was incorrectly removed from the system.

Due to the nature of this problem the only solution I have to this is to refund your payment for this missing purchase.

Your refund has just been actioned and the money will be back with you in the next few days.

I am very sorry about this."

Other than this I have had nothing but good experiences. Maybe they just got your games keys and still working on bugs of sending to prepurchasers?

Yes verify account sometime