I submitted a refund request on december 10 and no response yet. I received an automatic email, which i responded to.

I have 2 copies of cyberpunk (i bought the game before launch, then i got my hands on a collector's edition), so i want to refund my digital copy.

At least they can display the queue on the request page, or something...

Right now they are completely swamped with refund requests. If you've responded to the automatic email confirming that you want a refund, all you can do is wait:-
https://www.gog.com/forum/general/expected_delays_in_support_replies

I understand that. Christmas, covid, cyberpunk, etc... I don't complain if there is some indicator that they don't forgot about my ticket, or totally ignored it.
I guess i wait more, or start playing and keep the collector's edition code.