I need some help input from the community on how to handle this situation.

Gwent seems to have an issue where if you, alt + tab when the game is starting up it will capture your mouse and key presses replicating them. This combined with ads in the game resulted in me accidentally buying a pack I don't want nor need, I realized what happened when I got an email notification for completed purchase. (Could be also only a case if you've multi monitor setup not sure but can replicate it consistently on my system)


Steps to Reproduce:
1. Launch gog
2. Launch Gwent
3. Before it even starts go over to other application
4. Start typing and clicking around it (Gwent will reproduce said actions)

I've opened a ticket instantly and steered away from opening the pack to minimize any form of trouble for the supporters and filed for refund which was initially approved with option of GOG Wallet, once I confirmed it 1-2 weeks later I get another one saying they won't refund.

The Gwent Refund Policy goes as following:

10.7 Refund rights
If you are resident in the European Union:

You have the right to withdraw from a purchase of Gwent, Virtual Currency and/or Virtual Goods within 14 days of your purchase, without giving a reason. You hereby expressly acknowledge that you lose your right of withdrawal once the performance of our service has begun and your account is provided with access to the Virtual Goods and/or Virtual Currency. You agree that the supply of Virtual Goods and/or Virtual Currency and the performance of services begins immediately after you complete your purchase. Therefore, once access to the Virtual Goods and/or Virtual Currency has been enabled on your account, the contract has been fully performed by GOG.


TL;DR:
A bug in their game resulted in accidental purchase that was instantly reported, support seems to backpedal on their initial judgement. What to do?

Yeah I added the steps to reproduce the bug to the ticket, initial response was lack of any form of acknowledgement of responsibility.

Maybe the supporter didn't read the ticket fully, I don't know.

Oh dear, that's pretty bad. I guess for that to happen it also stores your payment details? No way I'd trust CD Project or GOG to store my payment details.

Since the purchase happened due to a bug of theirs they should refund you. No two ways about it.

Yep you're absolutely right i was stupid enough to let them keep my payment method and probably should of used paypal, not sure if they support it but in the future will do that.


Update: So GOG didn't acknowledge the ERROR and refused refund on basis of 10.7 of Gwent's user License Agreement.

Ticket has been closed, on my end I filed a formal complaint to ECC for legal review, the sum isn't that big but honestly? Support's Attitude and lack of any acknowledgement of said bug made it a matter of principle and if ECC indeed confirms that it violates EU laws, I guess first it's going to be a mediation process and if that doesn't work a court claim.

I'd really take full responsibility if i was drunk, high or what not when it happened but it was just a bug on their end and until now I always thought them to be the good guys. Not that sure anymore.

I guess dumpster fire for people to enjoy?

This is really not the best place to talk about online-only games with microtransactions.
Try the GWENT forum. Google says: https://forums.cdprojektred.com/index.php?forums/gwent.23/

Fair point thought I believe it's general GOG as it's GOG support that handles it.

Yeah, if this happened due to an error, and they didn't refund you, you should get your money back.
Especially since you didn't use the pack.

I agree that because it's a bug, you should be permitted to get a refund but I think this is a good example of why you should never leave a credit card linked to ANYTHING unless it's a subscription.