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I purchased a Resident Evil Requiem Deluxe Steam key listed as ROW (Rest of the World) under Order #

I purchased a Resident Evil Requiem Deluxe Steam key listed as ROW (Rest of the World) under Order #o-y5ead3o.
At no point during checkout was it clearly disclosed that US activation was excluded.
After the official game release, Steam returned the error:
“This product is not available for purchase in this country.”
Steam also confirms that the key was not redeemed.
This is not a timing issue or user error. The problem is insufficient and misleading region labeling. “ROW” is commonly understood by buyers to include the United States unless explicitly stated otherwise. That restriction only became clear after attempting activation, which is a normal and expected step.
Support refused a refund or replacement solely because the key was “viewed,” despite the product being completely unusable in my region. Suggesting that customers “resell the key” is not an acceptable solution when the item cannot be used as reasonably expected.
Eneba should:
Clearly label US-excluded keys before purchase
Avoid hiding behind the “key viewed” rule when a product is region-locked and unusable
Provide proper buyer protection when region restrictions are ambiguous
This was a frustrating and disappointing experience, especially for a preorder. Buyers should be very cautious with ROW listings.

I hope I get refunded today since who knows when that money arrives back to my account and I read and made sure US was included on the list of ROW

/ Update answering reply

Hello,
I have replied to Support by email and provided screenshots showing that at the time of purchase the ROW listing explicitly included the United States, and that my Steam account is US-based.
Steam confirms the key was not redeemed and is unusable due to undisclosed regional restrictions. This is not user error but misleading region labeling. This restriction only became apparent after attempting activation, which is a normal and expected step for a Steam key.
I am awaiting a refund or a US-compatible replacement.
Thank you.

Date of experience: Feb 27, 2026