I can't believe how much the support team takes to respond to a request.
After weeks of wait,for a problem that was supposed to be "urgent", i lost hope at the point i've created a new account (this one) and abandoned my main profile.

Now i feel like it's going the same for my refund request.

Dear gog,youre providing services i love,such as DRM free games,offline installers and the gog galaxy library,which i couldn't live without,but in my point of view,it shouldn't take more than 3 days max 1 week to solve an issue.

What should i do? I just want to talk to a human im bored of receiving automated messages.

Also what do you guys think? Please be polite and tell me your experiences with the support system.

See the banner at the top part of the image? It has been present ever since March... 2020. I am not exaggerating.
https://www.gog.com/upload/forum/2021/10/aebdc3d4730555d602325eb1691f9b1e9575e81c.jpg

Since you have waited weeks for support without any luck, I would recommend you contact one of the staff members, like ponczo:
https://www.gog.com/forum/general/gog_doesnt_honorrespond_to_refund_requests/post6/?staff=yes

Hover over their profile picture and select "Start Conversation".

I'm waiting as well, it's been almost a month. :P

If you need your issue to get resolved quickly or rather in a timely manner, hit up a blue. ponczo_ as Grargar already mentioned can surely help you out.

Hey guys,first of all, thanks for your help,but i "can't open conversation because of privacy restrictions" even if i set Allow messages to : Everyone.

Sorry, there's heavy load and then there's ignoring your customers because you're shit heads. 3 weeks (and counting) of wait for a simple request is not "heavy load."

My support response time has been 5 weeks fairly consistently. I have 3 notable categories of support requests:

1. The first one, a report that a screenshot in the store is corrupt (meaning only part of the image is visible and the rest is a jumble of colored blocks). It took months until it was resolved by deleting the screenshot.

2. Achievements and cloud saves not working in GOG Galaxy. This was an ordeal that dragged on for months. The support agent lacked the knowledge needed to resolve the issue. In the end, he ignored my 5-6 replies and silently closed the ticket.
Achievements I figured out on my own eventually. I still don't know what the problem is with cloud saves. I disabled the feature so I don't have to see the error message anymore.

3. The rest are miscellaneous technical issues, for example various parts of the site not working like filters for the wishlist, half the leaderboards being broken in Ruiner, achievements being a broken mess in Deus Ex GOTY / Revision.
To these issues the best response has been that the report will be passed on to the relevant team. Nothing has been fixed to date. Believe me, I know. That message has been there since I signed up. The support agent who last year said "My chat is always open :)" has her chat closed now.

Edit: it bears mentioning that messaging ponczo_ became available again months ago.

Well,you're forced to contact them via ticket for everything.

But talking about my problem,what's the sense of sending a ticket for a gog wallet refund?

Im going to spend my money on gog anyways,so just make the whole process automatic.

Just this thing alone would cut down a lot of requests.

You're preaching to the choir. I'm not saying it's good, but it is what it is; a shitty situation that has not improved for this amount of time. A refund request can be initiated from your order history page. See more info below:
https://support.gog.com/hc/en-us/articles/360011314978-How-do-I-refund-a-game-?product=gog

I didn't notice this post. It seems that ponczo has restricted conversations, for one reason or another.
You could try talking to another staff member like SmollestLight, who doesn't seem to have chat restrictions:
https://www.gog.com/forum/general/bjoin_our_spinechilling_halloween_contestb_3965a/post2/?staff=yes

Just confirming that the process for refund is streamlined if you do it through your orders page.
Next to the order/game you want to refund, click the "Ask for refund" link.
Process is usually within 24 hours, tickets are 2-8 weeks which is a joke.
https://www.gog.com/account/settings/orders

Weird, I can still message her.

Maybe it's closed for new conversations or some other restriction. I don't have any real idea though.

Ponczo is temporarily assigned other projects outside forum work ATM, which is why she closed her chat. I had sent her an unrelated message (since we've had an open dialogue) and she let me know that, so I thought I'd pass that along.

Well... In my experience GOG's international support took well over a month to even look at the message in English, but a ticket in Russian and English about a different issue was answered pretty fast, day or so, by St.Ross. So if GOG provides any support at all in your native language might be worth it to send them a message in it, rather than English.

I'll try that, thanks. The last time they talked to me was in the beginning of Feb, then I've got an automated email letting me know that if I'm not answering them, they're going to close the ticket (WTF?????? I mean history clearly shows that it THEY who are not answering ME!). I have 3 ongoing tickets currently and I'm VERY frustrated and about to dump the whole GOG thing.

Do you mean you checked the ticket history on the site? If you replied via e-mail, it's conceivable the message was lost in transit. You can post a reply to your ticket directly on the site.

I have two tickets open at the moment:
1. Submitted January 1st. Reply on January 24th was a nice try but didn't help. I replied that same day and I'm still waiting. It's not an urgent issue by any means, but this kind of delay is still absurd.
2. Submitted February 15th. No reply yet, not marked as assigned to anyone.