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On 3/10/2022 I paid $17.75 USD for a digital gift card through the MTCGame.com website, which advertises "instant delivery." Even after several hours, I had not received the gift card, so I contacted their customer service. I was informed that they did not have this item in stock and to contact customer service during Turkey (GMT+3) business hours for a refund.
I waited more than 24 hours to see if the item would be delivered once my payment had fully cleared, and it was still not delivered even though the money had been taken off my prepaid debit card.
I contacted customer service and asked for a refund, and was informed that in order to get my product delivered OR refunded, they required a selfie with my passport or ID visible along with my credit card (last 4 digits visible only), and holding up a note listing my email address, the date, and "I bought from MTCGAME". This was not listed as a policy on their website or their FAQ, nor at any point in the checkout process. This is an excessive requirement for an online store, no other store asks for such personal information, not even large vendors like Amazon or Walmart, and I am concerned it is an attempt to steal my identity.
I was not asking for a refund in cash, just a refund to my original form of payment. I had not received the code at all, which was visible on the website and I'm sure verifiable on their end.
I was not attempting to defraud them by asking for a refund for a received gift card code--I did not receive the gift card, and just wanted to undo the transaction.
Finally, it is suspicious to allow customers to complete a purchase and take their money for a product that is not in stock.
I do not know of another company that does this, especially for digital goods. Is MTC Game just hoping that their customers will find it too annoying or unsafe to go through the process of getting a refund for an undelivered product, so that they can take people's money without delivering anything?
User's recommendation: Stay away!
Monetary Loss: $17.
Preferred solution: Full refund.
Mtcgame Com Cons: Did not deliver product, Allowed me to check out an item that was out of stock, Did not inform me my item was out of stock until i asked, Required photos of my passport or id to give refund, No instant delivery as advertised.
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