48 hours and no response after I was charged for a game I didn't receive. You took money out of my bank account but didn't deliver my game.

Try http://www.gog.com/account/refresh first, see if it updates

After that, have to send in a ticket to support.

similar thread with similar issues...

https://www.gog.com/forum/general/help_me_i_paid_for_a_game_and_did_not_receive_it

Games Name might help!

48 hours? Try 48 days for an average response time from gog.
They have more important things than customer satisfaction.

Try the refresh link, as mentioned above. If that doesn't help, be sure to reply to your support ticket and say so, since it's the first thing support is likely to suggest.
Getting a response from support takes weeks, regardless of the issue. That thread is about GOG having problems with a payment method specific to Brazil.

I tried the account refresh but no luck. I didn't get any acknowledgement of the sale from GOG at all, but the money is gone from my bank account all the same. I'm going to wait over the weekend for a response, and if I haven't heard back from an actual person (not an automated reply) I'm going to issue a chargeback on my account and then I'm done buying games from GOG.

I hope 15 dollars was worth losing a customer of over 10 years, GOG! Ashen.

Interesting event, honestly with how GOG has been acting as of late it wouldn't surprise me. Yes talk to your bank if they can't get you the game but do give them time to reply.

i've been on GOG near 10 years as you can see by my registered date and the last few events from gog (banning Russian users) has really made me not want to buy from here. I only buy here because of DRM free.

Say no to racism, Russian users shouldn't be penalized for what their goverment does or doesn't do and it leaves a slippery slope as to who's next.

I dont think this is meant to penalize Russian people.
My firm Im working at, also banned all russian IPs but for the simple reason being affraid of a cyber attack. Warfare doesnt only take place on the battlefield. Maybe the attack of the Anonymous group on Russian websites fired those things up.

E-mails can get lost in transit. Did you get the confirmation page after completing the order? Does the order appear in your order history? If not, then payment may not have gone through and your money is actually set aside but not transferred to the vendor. As mentioned twice in this thread, getting a response from support takes weeks, not days.
You can try messaging a staff member like ponczo_ with your support ticket number. No idea what that's supposed to mean. This is obviously a mishap, not intentional malice. As for the support delay, it's been awful for 2 years now. It's not like you're being singled out for poor treatment.

If it takes weeks then I'll just issue a chargeback tomorrow. My bank is faster than GOG.

I don't care if it's malice or incompetence, either way the result is the same: they have my money but I don't have my game.

Does that actually work in Australia?

In North America, usually you can only chargeback transactions that take money directly out of your bank account if you are not the one who authorized the transaction in the first place. Even if the other party gives you nothing after you authorized the transaction, you still can't charge it back.

Credit cards are a different story, however. They actually give the consumer good chargeback rights.

But maybe that stuff works differently in Australia; I wouldn't know.

It's a bit complex but it relates to our retail laws, not getting what you paid for certainly comes under that.

Gog is a bit of a mess lately, but.. they made 1 purchase mistake over your 342 games in 10 years and you're gonna abandon them in 2 days for 15$?

yes

So you're going to abandon Gog too? (¬‿¬)