Failed to launch game - error on our end

Hey, I’m hoping someone will be able to help me out here. Whenever I try to launch the sims medieval, EA gives the error “Failed to launch game: An error on our end caused the launch to fail. Try again a little later.” It’s been over two months since I purchased this game, and I have yet to play it. It’s not launched once, despite the extensive amount of fixes I have tried. I reached out to EA help, and they said they would look into it because everything they suggested for me to try didn’t work. My case has been marked as resolved and it’s been over a month with no resolution or contact. I’ve repaired the game, emptied the cache, ran as an administrator, etc etc. My computer more than meets the requirements for it. I’d like to get a refund if this doesn’t get fixed because it’s unfair for me to pay full money for a game they won’t let me launch. Any suggestions would be helpful. I’m willing to try almost anything at this point. Thanks