I read in the forum that the response time was 72 hours but, i send ticket 8 days ago and dont have response, this is normal?

I won't assume anything, but I wonder if you have correctly sent it in the right category.
Assuming you did everything fine, then you 'll probably have to wait more since the sales are frequently overwhelming GoG and it's support, it happened to me and I had received a response a week after my request if I recall correctly.
I hope it's not urgent and wish you good luck.

no but keep in mind that a sale is going on

and that usually overwhelms gog and the staff they are ost likley flooded with tickets and questions
its best to wait a bit longer

It's not normal. And you should be able to expect better.

I have sent a support ticket just now asking that GOG introduce a procedure of immediately responding to support tickets, even if it is only to acknowledge that they have received the communication.

I hope they get to you soon.

EDIT: I just got an automated reply to my support request acknowledging receipt of the request.

Did you get such a thing? If not, then it would seem there is a problem on your end.

I didn't realize the feature existed, because I've never had to use support before.

I chose the correct category, and yes, i have an automated reply to my support request from 8 days ago.

thanks for the feedback

Also I'm pretty sure that critical support requests have priority over requests like in the "Other" section. That's why it's important to choose the right title.

Poke them with sharp stick then. Usually they should take a lot less, so you shouldn't be afraid to send another one.

I had a situation this week where there was a communication issue between Paypal and GOG on my purchase. Paypal took my money, but GOG errored out when I returned and didn't add the games. I sent a support request late Sunday and almost exactly 24 hours later, I received a response and my purchase was corrected with the games added to my account.

If you need help with a specific game, search the forum for that game. Your problem may have already been solved. If the answer isn't there, you can also ask the community (like you did here). Unless the problem is with your gog account or a game you've purchased not appearing in your account, most problems can be solved by the rest of us.

when D&D complete pack was offering i bought neverwinter pack by mistake, send the ticket after a few minutes if they could cancel the purchase or i could pay the difference to get the full pack but they haven't answered me.

according to the policy of gog.com guarantees your money back up to 14 days later if you have not downloaded the game how is my case

i cant post links, attach image.

i need response of support if can help me or not