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They want you to take the fall and will never refund you. Only offer to resell it and give you the money.
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It's very likely you will get used or invalid keys from them, while they just give excuses to...
Dear Josh,
We are sorry to hear that you aren't satisfied by your last experience with our store.
Since you didn't provide any specifics, unfortunately, we weren't able to find your order or account. If you could provide us with an order number, rest assured, we would look into this matter to see what more can be done to make this inconvenient situation more bearable for you.
Our team is at your disposal and we are available both through tickets and our LiveChat. You can contact us at any given time and at your earliest convenience as we are online 24/7.
Best regards,
Pat