It’s taking them a long time to respond, I made a 2nd ticket. What’s usually the wait for a human response?

a few days

keep in mind that they are located in europe and keep a different time scale
they also dont work during the weekends

if you really want a fast response prod a blue

( a gog employee on the board ) and politley ask to look in to your issue

I think now is a bad time.

I bought a couple of games earlier and the money was deducted but no games in my account. I suspect this might be happening a bit. If it is, its going to be a while before they are able to respond to all our tickets.

I'm not expecting a response in the next 48 hours.

I opened a ticket on Nov 11, so it’s been 4 days now, and no responses to 2 tickets. I didn’t receive any emails about them having server problems so it’s just bad service. I’ll give them till Monday to respond, and then I will claim fraud and get my CC to refund all the games I purchased.

The 11th of November is a national holiday. If that's when you've sent the ticket, I'd hardly consider this a "long time" ago. Not only that - you're considering a chargeback less than a week from notifying them of the problem. I'd suggest giving them more time. They will sort this out eventually.

I'd guess that they're busier than usual with the Fall Sale going on... More traffic to the site, more support requests, etc.

Is the problem that your games aren't showing up on your GOG shelf? Have you tried an account refresh:

https://secure.gog.com/en/account/refresh/

Fraud? Come on, that's ridiculous. Yes, they can be slow to respond and I understand your frustration. But they have a big sale going on and are likely overwhelmed with support requests from all the extra customers. They *will* fix your problem eventually. Turning this into a claim of criminal activity and malicious intent on their part is really counterproductive.

You just need to give them time. Any time that I have ever had a problem it was handled fairly quick, so to speak. Make sure that the tickets submitted have all of the correct data for your problem and ASK them how it can be fixed. They really are a quite friendly bunch but at the moment they are a bit over worked with the holidays and the sales going on. I have never known them to not fix a problem or find a way to make the situation right.

BTW, the longest I ever waited was 6 days for a CD key. Each situation is different, look at what you sent to them and then adjust accordingly.