Cannot Refund Newly Purchased Dragon Age II and No Support Available

I changed the issue category to “Purchase Problem” and submitted another case. The system showed me a page with a new case number and said that an advisor would contact me.
However, when I check the “My Cases” section in my EA account, there is no new case at all — only my older, already-closed cases appear.
So I’m not sure whether my new case was actually submitted.