If you've already sent the winner a key code through email I highly doubt the support staff will give you a rereoll.
Check the persons account to see if they used the key or not before doing anything.
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Tried adding him/her on steam and asking to update the received status? I can be tiresome but you might have to do it :(
Had an issue like that and even after telling the gift receiver multiple times, he wouldn't update the received status.
Had to contact support after that to manually adjust received status.
Keep the contacting support step as a last resort as they are getting more than enough support tickets per day :P
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perhaps he just does not know it. i did not know it, too in my first win until the person told me in the chat
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You should look at his steam account, if it's public, and see if the game has appeared there. That'll at least give you a bit more information (you can also check if he's been active on here.) Also, has he received a gift before? If not, he might not understand that he has to confirm it.
It's unlikely that he's trying to pull something (if he were, after a week, he'd have reported it as not-received.) Most likely there's just some misunderstanding, so be polite.
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I don't know what to do.
There are three choices of action I can think of:
1) Ask for a reroll and hope that person hasn't used the key and have another person activate it
2) Ask for a reroll, turns out that person used the key and then I don't have a 100% rating anymore :(
3) Wait it out for god knows how long.
NEED IDEAS
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