Complaint Review: GOTO Bridge

Originally I was concerned by the poor level of the game in particular the bidding. My original hope was this could be discussed and resolved. However, as stated above it was difficult to contact the site. When I did eventually contact them I was told that they do not discuss bridge matters.  Quote from their advertising, "Funbridge is designed for any type of players: from beginners (introductory module, lessons, exercises) to experts (tournaments).

It also suits any player who wants to start playing bridge again (practice, challenges against friends)". I strongly disagree with this. I am taking up the game again after a long break from playing, but had reached regional master level in the past which is considered expert.  I paid one years subscription taken from my bank on 30/1/19.

When it became apparent that they would not discuss or try to resolve my concerns, I requested a refund.  They have a policy of allowing refunds within a 14 day period, which is at the centre of the problem. I first managed to contact them on 8/2/19, within this 14 day period, however their negative responses and delays caused by their software took me outside of this period, therefore they contest that they are not liable for a refund.

My contention is that had I been able to contact them more easily and been given the information,  then my request would have been made within the 14 days. The following is taken from their legal notice website To exercise his right to withdraw, the Customer shall fill in the attached form and send it back to GOTO Games at the following address: GOTO GAMES, 3 Avenue Antoine Pinay, Parc d’activités des 4 Vents, 59510 Hem, France.

Or he can make any other clearly worded statement expressing his decision to withdraw. GOTO GAMES shall acknowledge receipt to the Customer without delay.    Two points concerning this, firstly customer service refused to send me the said form contesting I was outside the 14 day period. I therefore sent a request by post to the companies address on 16/2/18, I am still awaitng a reply. The attitude from the company has been we have your money so we don't care.