I opened a ticket (not related to game disappearance) on October 11 and got the first human reply (just a fairly standard reply, not a solution) on November 10.

I wonder how they prioritize tickets. Longest I had to wait was week on issue. But then again I been having worse experiences with other stores lately.

Hi, I bought witcher 3 Complete edition in 2018 on my old pc. so i want to redownload it again but it has dissapeared from my library. the order is still there and the hours played too but there is no option to redownload it or search for it inside my pc because i have a new one. i refreshed my account but that didn't work. what to do next?

You say "I bought "TW 3 GOTY" in 2018...yet your screenshot shows the words "FREE (GIFT)".

That name that you did black out there in the middle of the receipt?
Contact them and ask whether the copy they gifted to you was legal (bought here on GOG).

But I bet, it was not.
Instead it was purchased on some shady key-reseller site, probably with a stolen CC, and now it got revoked.

Thanks for your reply. shame on me then. i blacked it out because the code was under it. i really thought the reseller was legit but maybe i am too naive and really got a reality check today. thanks

A bit late, but as an addendum, very few places sell GOG keys that could be called legit. As a rule of thumb, if the store is not owned by a publisher or another well known company (e.g. Humble Bundle, that is owned by IGN), or if you ask multiple (preferably unrelated) publishers whose products are in such a store and they can't vouch for it, the store is most likely a grey market and their GOG keys are most likely stolen.

I just had a really weird experience, I saw there was a free claim on Elder Scrolls Daggerfall and Arena again, so out of curiosity I checked my library three times to see if it was still there (because for years it WAS there) and I couldn't find it in the search box either.

Thereafter, I checked my emails and found no evidence that I claimed it, so I am hoping it was the case that I never "owned" them and therefore a system refresh removed it, but I really hope this doesn't happened to the 81 games I actually bought and claimed.

Other than your emails, did you search for them in your orders & settings?

https://www.gog.com/en/account/settings/orders#!#%2Felder

Mine are still there, though I only claimed the games last year

Thank you for your response, no I could not find them in my account orders or emails. Furthermore, I found all this really strange as I believe I did claim them at some time, or maybe I received them for free when I bought something like Fallout 3 GOTY Edition many years ago.

I believe, I had them before GOG Galaxy 2.0 and I remember seeing them in my library often, but I did support GOG a lot in buying games so you stop keeping track of your library and then "poof", gone in the wind. Thankfully, I did claim them now again with a lot of other free games and I "starred" it in my emails.

Must have been some strange use case scenario that bugged out on me. I have also noticed GOG's search function glitching when trying to type words in the store.

Ahh. Then you've only just caught on. A very large number of users who got their Arena and Daggerfall copies added to their account when they bought other games lost them all in a database snafu ... was it last year ... or early this year? Something like that. This was around the same time that the games were officially made free to everyone, so those of us still wanting the games just claimed them again.

That's exactly the case.

In the past those two games were not really free but a bonus for the purchase of any Bethesda game. GOG removed those bonuses from everyone's account when the games became free since everyone who wants them can add them back to their accounts at any time.

Thanks a lot for the clarity guys, it now makes sense but I do hope GOG takes safety precautions in the future as this might affect other valid "bonuses"; for example, I just noticed my "Quake 2 Enhanced Edition" only "activated as an order" when I installed it in August this year, but I have owned Quake 2 on GOG (Including Steam) for more than a year, if not two, and this makes me worrisome that such "disappearances" might happen in the future with such scenarios.

Kind regards

They stayed in my account until September 2023, when I refunded another game. As I don't use Galaxy, I guess nothing else triggered a rebuild of the owned games list until then.

Are you sure this is sober English? (Because I think I understand the gist.)

Why not use a service like Gamebrary to track the times and such?