Hi,

You still haven’t replied with a good answer to my other emails so I am sending this email with all the details you need. Please read carefully.

On March 14 at around 1 pm I got my android phone out of my pocket, where I had just played Trivia Crack on. My screen apparently was still on but there was a popup on the screen with the text: "Transaction completed". I soon after I received an email from Google and PayPal, that I just paid 114.99 euro to Google for 135 gems for the game Trivia Crack. I think this happened in my pocket when my screen was still on.

Below is some information about the transaction:
Paypal Transaction Number: 865388655T9341012
Paypal Invoice number NL00FN4L9T
Paypal Order date: 14 Mar 2017 13:09:25 CET
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Google Account: toinerademacher@gmail.com
Google Order number: GPA.3386-5444-9172-42110
Google Order date: Mar 14, 2017 1:09:22 PM PST
Item: 1x 135 Gems (Trivia Crack) -> Price: € 114.99 1x
Total: € 114.99 (Includes VAT or € 19.96)
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Email and Facebook account registered with Trivia Crack account: toinerademacher@hotmail.com
Trivia crack username: toineenzo
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I have done everything to get a refund. I immediately applied for a refund through Google via their form over here after 30minutes that this happened: https://support.google.com/googleplay/contact/play_request_refund_apps

There, my request has been refused for like 6 times times because  they say that it is not covered by their policies, while still in their policy clearly states that you can get a refund within 48 hours if it happened by an accident. Yet I am rejected. I also contacted Paypal but they can't do much. I have also contacted the developer Etermax Trivia Crack over email, but they say that they have no access to the purchases database of their customers while Google again said that the developer has to solve it, because they can refund the money. But again Etermax, the developer says that I will need to go to Google.

I hope I can get a full refund since it was an accident and I did everything to get my money back.

With best regards,
Toine Rademacher

THE SOLUTION: A full refund of € 114.99
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UPDATE:
It now appears that I have not even received the Gems in Trivia Crack. I have now three reasons to get my money back. You can see a screenshot in the enclosure Via PayPal (where I now again have filed a claim) or through Google because I have not received it and because it was accidentally bought, what is covered by their policy, but they always say the  following in their mail:
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Hello,
We received your refund request for 135 Gems (Trivia Crack), but cannot provide a refund for this purchase, because that does not meet our policies. We apologize for any inconvenience. You can read more about Google Play refund policies. If you have a refund for an app (or in-app purchase) requests, please do not hesitate to contact the developer of the app. You can find the contact details of the developer in the developer on the page of the app in the Play Store or on your receipt for the order. We recommend that you enable to verify or change your password to prevent accidental or unwanted purchases in the future. If you have any questions about Google Play, please visit our Help Center.
Sincerely,
The Google Support
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Pure nonsense of course. I just kept me at their policies and still have a right to a refund. I have also contacted the developer, but they say the following:
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Hello,
It's great to hear from you again! As we understand and regret the situation, since we do not have access to the Purchases information, it's impossible to us to making any refund. We recommend you to keep contacting the store for getting a solution. Because We apologize if any inconvenience Caused. If you have any other questions, please let us know. Do not forget to check out our FAQ and follow us on social media. Have a great day!
Kind regards,
The team Etermax
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This is pure nonsense since ETERMAX HAS access to the payment information, according to Google. The developer can also just do refunds because it is often done through the developer says Google.
I also called the office of Etermax. I wanted to speak to the manager because this is just hopeless

I hope you are willing to help me.

Thank you and have a great day,
Toine Rademacher
Mobile Phone: 0031645680439
Email: toinerademacher@hotmail.com
Google account: toinerademacher@gmail.com