First time i send a ticket for support (refund \ removal of items from my account).
Is it normal here to wait more than four days for a support ticket? This is the "usual pratice" on GOG? Steam and EA answers quickly.

Perfectly normal, as GOG doesn't have the legions of support staffers standing at the ready at all times.
Patience, young padawan.

I exercise patience when I don't have to send a ticket for a basic function every other client already has, or at least their support answers in 1 day tops.

Don't count weekends (or other free days), and with this recent massive giveaway and all the work they had to do to keep the site up during it, expect even longer times than usual. And yeah, that can be normal even usually.

You can clearly see on the refund form that non-wallet refunds can take up to 30 days to be processed.

How do I refund a game? - GOG Support Center

Depends on what you did. Wallet refund is usually quick. Full refund can take a while.

No idea how long a game removal usually takes.

That's not the point. They didn't even answered once, for what i know they are ignoring my ticket, i have no idea if the process is started or not. It's called customer service, you answer "yes we have read your issue and now the process start". This is basic stuff.

Won't see that on GOG. I mean, you'll get an automated reply that the ticket has been received, but a reply from a support rep comes when they actually get to deal with it. And I'd really see no point in adding a manual reply saying the same thing as the automated one, with no additional information, questions or indication that something was actually already done, would even consider it spam, and would take up support time that they already don't have and make actually dealing with issues take even longer.

And that is extremely bad and unprofessional? If we go outside the world of gaming platform, in every real job you are supposed to recall a customer immediately when you read a mail or receive a phone message from it. Because if you don't do that the customer will feel ignored and that's bad for business (and also he will recall you the next day angrier or just call someone else because you showed to not care a bit).

In the gaming platform world I can assure you that the last customer services I contacted (g2a (not a real gaming platform but whatever), steam and blizzard) they answered in the next 24h (Saturday is a work day in the civilized world) telling me, specifically, that they read the mail and started to investigate the issue. And then, when the issues was resolved, or in the steam case when they needed more information, they contacted me again.

I mean this is the norm. I am not asking for the Moon I am asking for basic customer service.