Eneba Visa Gift Card Not Redeemable - Refund Request Ignored

I bought a Visa gift card from Eneba, but I can neither redeem it nor get a refund. I created a support ticket, and they initially said they would issue the refund, but after that, I received no further response. I’ve sent multiple follow-up emails, yet they haven’t replied. Now I can’t even open a new ticket because the system says I already have one open.