Eneba Razer Gold Code Used Before Purchase

I purchased a Razer Gold gift card on the Eneba website in Brazil from the seller Lotkeys on 18/09/2026 at 22:28, paying via PIX under order O-Y99XS3Y. When I accessed the key on the Eneba website at 23:10, the code showed a zero balance error and could not be used. I contacted Razer’s official support and opened incident 260921-002567. Razer sent me an official PDF proving that the code SVAK9C4DNUA8BXBL had already been redeemed on 18/09/2026 at 22:36:10 UTC, which corresponds to 19:36:10 in Brasília time (UTC-3). In other words, the code was used almost three hours before my purchase. This clearly indicates that the seller Lotkeys sold me a gift card that had already been redeemed. When I tried to solve the issue with Eneba, the platform’s automatic support system locked my chat and closed my ticket before I could submit the official PDF and other evidence. This made it impossible to properly present my proof and have my case reviewed by a human. I request a full refund of R$ 239,31 that I paid for this Razer Gold gift card. In addition, I ask Eneba to investigate and appropriately sanction the seller Lotkeys for selling pre‑activated keys and to improve its automated support system so that tickets are not closed before customers are able to upload official PDF documents and other evidence.