Unusable Steam Wallet Codes and Extremely Poor Customer Support
I had an extremely disappointing experience with Itemku and its customer support. On October 8, 2026, I purchased several Indonesian-region Steam Wallet codes from a seller on Itemku. Three codes, with a combined face value of IDR 36,000, could not be redeemed. Steam reported that the codes had already been redeemed. To rule out a region issue, I followed customer support's instructions and tried redeeming them using an Indonesian-region Steam account. The codes still did not work. Interestingly, four other IDR 12,000 codes purchased from the same seller were successfully redeemed on the same Steam account. I provided screen recordings, screenshots, transaction records, and the requested evidence to Itemku's support team. What followed was days of frustrating communication. Support repeatedly asked me to perform additional tests, kept referring to the seller's claim that the codes were new, and said they were waiting for the seller to respond. Despite my cooperation and repeated evidence submissions, I received no timely, substantive explanation. Even worse, Itemku repeatedly warned that my complaint ticket would be closed within 12 hours if I did not provide another update, while simultaneously admitting that the investigation was still pending. Eventually, Itemku refunded IDR 13,000 for only one of the three disputed orders. The other two orders were not resolved through the same complaint, and I was instructed to submit separate reports. This meant more work for me after an already exhausting dispute. My request for reimbursement of the transaction fees also remained unresolved. My main concern is not just receiving unusable digital products, but how the platform handled the problem. I expected Itemku to investigate the specific codes, assess the evidence fairly, and provide a clear resolution. Instead, the process involved repeated requests, delays, generic responses, and pressure to prevent my ticket from being closed. I cannot conclude from my experience alone how the codes were compromised, but the fact that Steam reported them as already redeemed deserved a proper investigation rather than repeated reliance on the seller's assurances. Itemku should improve its seller verification and oversight, establish a clear process for investigating invalid or previously redeemed digital codes, and stop treating administrative ticket closure as a substitute for resolving a complaint. Customers who provide the requested evidence should receive a timely, evidence-based decision and a fair refund or replacement. This experience has seriously damaged my trust in Itemku. Based on my purchasing and after-sales experience, I cannot recommend this platform.