I had a similar problem once, I had changed my email and forgotten my password (I hadn't used steam in quite a while).
As requested, i sent a photo of the receipt and cd case (and key), and they fixed it up promptly.
Overall I prefer steam because:
I don't like optical disks, I don't like paying excessive mark-ups in Australian stores, and all of my game purchases are researched, rather than whims whilst in store, hence it's good to be able to pay, download, and run the software quickly.
If my account was stolen (an I was unable to get my titles back), I'd be thinking differently, however.
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