Yep, I had a bad trade too, involving 250 points. I tried to contact the seller by PM, but never got a PM response from trader when I didn't receive the game. Then the system emailed me a few days before the trade was about to end and the trade was to be "Closed by the System" if I didn't leave any feedback. So, I gave negative feedback because I hadn't received the game or a PM response from the trader I was asking what happened to the game.
After leaving the negative feedback, the system emailed me that GOOZEX was going to contact the seller "trader" to resolve the issue and would refund my points soon afterwards. Well a few days went by and all of a sudden I saw my 250 points restored to my account.
A no hassle guarantee!!! I can testify to that in my particular case.
Make sure you check the email that you registered with GOOZEX otherwise you will miss out on trades or the system will close out a trade if you don't leave feedback before the close date.
Hope that info helps,
JPL1985