Claim Games with Gold

Were you able to claim the game when it was added to the games with gold?

Games with gold that was previously claimed will not be removed.

Are you trying to play "Games with Gold" that you had previously claimed? Or is this a problem claiming new Games with Gold?

To claim 360 games with gold for xbox one you need to have linked with the account a valid method of payment, credit card. In this case a purchase of 0,00$ is registered while claiming the game.

Since the account is that of a minor and not allowed to purchase online, it cannot claim the 360 games with gold for xbox one.

Try changing the payment option if you haven't done it already and see if that fix the issue. Like others said, you cannot claim any Games with Gold games if you're on a trial gold subscription and/or gold is being shared to you. The person with a paid
gold subscription can claim the games for free.

Also I claimed the new free games with gold and when I claimed it, the games with gold tab went up like normal but the owned games went down by 2 so I don't get any of it.