Your questions are answered in the FAQ.
The winner has not redeemed my gift, and I'm unable to get into contact with them. How do I proceed?
If you've been unable to reach the winner of your giveaway using e-mail and Steam after seven days of your giveaway ending, and they have not yet activated or redeemed any keys or gifts you attempted to send, please contact support to request a new winner. When creating a ticket, we ask you to include data that suggests you made an adequate attempt to contact the winner, such as screenshots of e-mails, friend requests, or gifts pending on Steam. If the request is approved, a new winner will be generated by the site.
The winner has redeemed my gift, but not marked it received. How do I proceed?
If your gift has been activated or redeemed by the winner, and they have not left feedback after seven days, please create a support ticket to request received feedback. A support member will review and ticket, and if the gift is activated on the winner's Steam account, approve the ticket and update the feedback to received.
Also, someone showing as online means nothing at all, there's quite a few reasons by which that can occur without also indicating they're ready to activate a gift.
That said, e-mail is a very unusual method of gift delivery on SG, and you didn't indicate you were planning on using it in your giveaway description (as would be normal for the method). As such, it's almost certain the user simply hasn't seen the e-mail [I for one don't use e-mail unless I know I'm supposed to be looking for an e-mail (such as a giveaway win)]. So it's not that they left you hanging but, if anything, that you left them hanging.
If possible, find a public giveaway by that user and comment in it, indicating that you sent the giveaway by e-mail.
(Or reply to a comment they left in your giveaway, if they did such.)
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Right, but that user might not be the only individual in their family that uses that Steam account, for one. Or perhaps they're idling the game for some reason, or fell asleep with it up. Perhaps they're simply making the best use of the very little free time they get to focus on relaxing, and don't have energy [eg, during the week] to reliably pay attention to anything else.
There could always be circumstances that we're not aware of, which is why it's important to rely on the framework offered by the site rules, rather than trying to make judgement off of assumptions alone.
In any case, with e-mail it's usually just an issue of the user not being aware they need to check their e-mail, or of the e-mail hitting their spam filter. So it's always good to make it clear that you're sending by e-mail when you're planning on doing such. :)
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Hey guys, i had a giveaway that ended a while ago. i sent the gift to the winner via e-mail but it seems that he didn't accept it yet also i tried to add him but he left me hanging although he seems to be online and using his account.So i wanted to know how much i should wait before rerolling the giveaway in case he didn't accept?
Thanks!
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