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Sounds like the error explains it. You purchased a game from a store that is selling region locked games.
If HB are unwilling to help; it has to be assumed to deliberately manipulated your location of origin to get a cheaper price - stores like this sell legit keys based on the users location so either you were dishonest about this and there's nothing they can do or they made an error in which you are perfectly entitled to an exchange of keys.
I'm not saying you've done such a thing but errors like this are extremely rare and if you've made a transaction that is correct and they've given you an unsuitable key; they will resolve it in your favour when they get back to you.
Additionally, trying to circumvent regional restrictions leads to the same punishment.