F.A.Q.

Effective Date: 19 June 2016

  1. 1. GENERAL

a) Is this website a scam? No, our team has more than 4 years of experience in video games retail/wholesale industry and we put our best effort to provide cheap and reliable service to our customers.

b) Will you sell my personal data ( credit card details, email address, phone numbers etc.) to third parties ? No, our site is encrypted with 128bit SSL encryption and you are protected with our Privacy and Cookie policy which you can read on this link. Mobile verification is provided by Nexmo, well know company with outstanding reputation in their line of business.

c) What is a CD key? A CD Key is a code that you need to activate and download a game. It is usually located on a sticker inside the product's package. They are unique, 1 CD key = 1 video game license. We are not generating them our self considering we are simply a online distribution system.

d) Why are your products so cheap? All our products are sent digitally ( no shipping fees, which is a high cost reduction when we buy a lot of products) and sourced from companies from all around the world. Our 4 years experience, knowledge and business relationship we built with our partners allow us to offer you some of the very best prices on video games globally.

e) Can I gift games which I bought on your site? Yes.

f) Do you sell Steam Gifts? No.

g) Do you sell physical/hard box copies of video games? No. Its digital, its easy !

h) In which countries do you sell video games? Most of our products are global, but some of them have regional restrictions. Notifications about region locks are next to "BUY" button.

i) I did not receive mobile verification code to register on your site Please contact our customer support and we will try our best to solve your problem.

j) Do I need account to buy games on your store? Yes. Click "Sign in" button in the top right corner of site and make one.

k) I forgot my password, what should I do? Please click "Sign in" button in the top right corner of site and then click "Forgot your password?" button.

l) How can I contact your customer support? Click "Contact us" button on the bottom of the page. You don't need a account to talk to us, you can open ticket as a Guest on our site. Please avoid spamming our customer support with tickets, it will delay our response.

m) Do you have a phone number? No, tickets are more efficient way of communicating with customers in 99% of cases. We are not trying to avoid speaking with you, we love all our customer but due to our global nature of our site, tickets are more efficient for you and us.

n) Can I use disposable email provider to register? No.

o) How can I change my login email address? Click "My account" in top right corner of the site and then input your new email address and click "Save new email". You will be contacted by our customer department so we can prove the ownership of the both email addresses, maybe someone is stealing your account, it's for your own safety.

p) How can I delete my account? Please contact our customer support, deleting of account is done manually by them. Please also state the reason for deleting your account, it will help us improve in the future.

q) Do you have Chat feature on your site? No, tickets are more efficient for you and us.

  1. 2. PRODUCTS

a) My CD key is invalid - Please check if you are activating the CD key on appropriate platform. Activation details are located on the product page next to "BUY" button.
- Please try to change the letters of CD key according to this instructions:
O VS 0 (zero)
B VS 8
L VS I
S VS 5
G VS C
0 (zero) VS Q
O VS Q
In case this didn't helped, please contact our customer support together with your order number(s) and we will try our best to solve your problem.

b) My CD key is duplicate ( used) - If the key was accepted first and the game is not in your library, please try to restart your gaming platform.
- In case the CD key is DLC please check the particular game Downloadable Content, it is usually located there.
- If you bought multiple codes, please check if you are trying to activate the same code twice.
In case this didn't helped, please contact our customer support together with your order number(s) and we will try our best to solve your problem.

c) My CD key is hard to read ( ???) Despite all our efforts sometimes we receive scanned CD keys from our suppliers which are hard to read or with very similar letters.
- Please check if you are activating the CD key on appropriate platform. Activation details are located on the product page next to "BUY" button.
- Please try to change the letters of CD key according to this instructions:
O VS 0 (zero)
B VS 8
L VS I
S VS 5
G VS C
0 (zero) VS Q
O VS Q
In case this didn't helped, please contact our customer support together with your order number(s) and we will try our best to solve your problem.

d) My CD key is region locked Video game publishers sometimes region locks particular games for some countries. Our product management team tries their best to warn you about this before purchase, but in some cases some region locks occur without our knowledge.
Please contact our customer support together with your order number(s) and we will try our best to solve your problem.

e) My CD key was not delivered - Please try to check your "Spam/Junk" folder on your email client. In case the CD key is located there please remove our email address from list of unwanted emails so this problem doesn't occur again.
- Please click Account > Serial keys on top right corner of our site, CD keys are located there after a successful purchase.
In case this didn't helped, please contact our customer support together with your order number(s) and we will try our best to solve your problem.

f) I received a product which is not described as on product page Our product management team tries their best to manually input all available data to our products and they pay a lot of attention and time to products on our site. We are all human beings and sometimes mistakes can happen.
Please contact our customer support together with your order number(s) and we will try our best to solve your problem.

g) How do I activate product I bought? Product activation details are located next to "BUY" button on the particular product page.
In case this didn't helped please contact our customer support, we will try our best to solve your problem.

h) Will the video game work on my PC/MAC/Linux? Please make sure to check minimum system requirements of each game you are planning to purchase. Sadly because of the nature of CD keys we cannot issue a refund if the game was activated and you don't meet the minimum system requirements.

) Can I return the product I bought? Considering the nature of CD keys, no.

j) Do you sell out of stock products? No, we deactivate all our out of stock products from site and they are not visible for customers. We reactivate them as soon as we get stock. Many video game companies like to take customer money upfront and then message them that they are sourcing products ( which can take up from 1 to 3 weeks). That won't happen on our store, you can be 100% sure in that. In case that some technical issue occurred and we are really out of stock, we will refund your order immediately, no questions asked. We prefer happy and satisfied customer over money in all cases. You will even receive free indie games for the inconvenience caused.

k) I received too many activation attempts error on Steam plaftorm We sadly cannot do anything about this, you have to wait few hours before activating CD key again.

  1. 3. ORDERS

a) My order status is "Manual verification" A business which makes cross-border digital service supplies must obtain and keep 2 pieces of information to evidence where a consumer normally lives.

a) At the point of sale, consumer is asked to provide details of either their:
• billing address, including the member state
• telephone number, including the member state dialling code

b) When the consumer pays for the digital service, obtain from the payment service provider a notification advice containing the 2 digit country code of the consumer’s member state of residence as listed in their records.

Please open a ticket with order number(s) and attach 1 high quality picture from the 2 options bellow:
1. Photo of your personal ID on a white piece of paper next to handwritten letters "RC"

or

2. Photo of your personal ID next to our logo in background

You can black out/hide your ID number and other data but name, surname and picture must be visible. Picture has to be in high resolution.

We use your pictures just for verification purposes, you can read more about that on our Privacy and Cookie policy (link). After the completed verification, all pictures are immediately deleted from our server.
Our customer support team will try to verify your order as soon as possible, please have patience. We giveaway free indie games on the end of this procedure for patient customers.

b) My order status is " Payment error" Considering you are protected by SSL 128bit encryption on our site, we do not have access to your payment details. Please try to contact your payment provider and try to resolve it with them ( maybe you don't have enough funds, maybe they blocked your payment for some other reason).

c) Which type of currencies you accept? At the moment only Euros (€), in case you are paying with some other currency conversion fees may apply. Please contact your payment provider for details.

d) Which type of payments you accept? Paypal and all major credit cards. You can login as guest on Paypal site and pay with a credit card without need of making a Paypal account.

e) Do you have some hidden fees? No, all prices on site are final with no hidden fees. Where applicable prices include VAT.

  1.  CONTACT US

Please direct your questions, comments or concerns to: support@rottconn.com


ROTTCONN LIMITED, Sheikh Zayed Road, City Tower 2, Suite 1801, Po Box 93915, Dubai. Registration number: IC20152361 EU VAT: EU620000018