I'm having same problem. I made a purchase using a guest account and it was a scam and I didnt get item, but they took my money. When i have tried to file a claim the transaction isnt on my activity list even after i used their link in email confirmation of the purchase that allows you to make an account (if dont have one) because used guest account, but still not there and I have tried multiple times contacting and have not got a response.
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