Forum Discussion
I've had 4 different EA Help staff members on my ticket, no resolution as of yet and it's been a week.
One person asked how I obtained my item, when my ticket was literally about not receiving the item.
2k Sports are usually fantastic with missing content, EA can't send 1 card after a week of "investigating".
UEFA player promotional expires on 16th Jan. Hopefully they sort out for you guys. Meanwhile just verify you are using same EA account which you used while purchasing game. Below is the link and screenshot of offer disclaimer.
Reference - https://www.ea.com/games/ea-sports-fc/fc-24/game-offer-and-disclaimers
I think EA help only useful if issue is mentioned on their set of questions & answers.
This is where open communication between player base and content team/community manager will be useful.