That's what GOG support is for.

Go to "Support" -> "Orders & Payments" -> "Contact Us".



What's the transaction description? (leave the transaction ID out of it, that's personal information not to be shared).

Relevant thread
https://www.gog.com/forum/general/been_charged_twice_and_still_dont_have_my_games

What time did you buy the game?

Around 15:00. Not sure about exact time because the order got stuck in my cart and after i removed it, it just dissapeared and ive got nothing in my order history. The only thing ive got from this is the screenshot of the transaction and nothing else...

Yeah, there are a lot of people with the same problem, including me.
Bought the game around the same time.

Did that immediately after payment so a few hours ago. Nothing in the transaction description

if you have any proof that you paid for game support will help. Screenshot from your bank account, or email. if they charged you, you probably have proof of that. It doesn`t matter if you don`t have transaction ID, you just need some proof they charged you for that game...
Usually on your bank account page you can see where you payment went and for how much... If you have that, that`s more then enough to make your case with support.

Finally got the game after 5 hours... thanks guys for being here with me. I guess they need hours to deliver a game to you...

No you usually get the game right away after you paid for it. But this time there was a hiccup in the system

I`m glad you got your game... Still it`s a big delay, I would probably be worried too.

I've completed over 700 orders and never had this issue, so it's most likely an issue with their transaction system. Bear with them and be forgiving, it's a very rare event. =P
.

Same here, just wit h a "few" more games :) Always got what I payed for instantly.

I do remember that once I had a problem, but a different one. It was solved quickly.

What the OP experienced was a very rare problem indeed.