Failed purchase

Good day! I wanted to return money from the purchase because I never recieved purchased products (elite and diamonds) in the game. I wrote to EA Games before and they answered with no useful information, so I have no choice, but to return money.

But when I try to do that a message pops out that I can't make a request due to Terms and Conditions of Sale.

So I have no stuff in the game and no money as well. What can I do?

Thanks!

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