Refund on Fc26

Hi EA Team and Community, I purchased FC 26 Ultimate Edition on PC before the official release date. Unfortunately, I have not been able to play the game at all due to a severe crash issue. The very first time I tried to open a pack using the 300 FC Points included with my purchase, the game immediately crashed and completely shut down. Since then, every time I log back in and try again, it crashes again, making the game completely unplayable. I attempted to request a refund under EA’s Great Game Guarantee, but my order history does not show a refund option. When I contacted support, they informed me that because I had used my FC Points, they cannot process a refund. However: I only used the FC Points to test whether the game was working, and this is how I discovered the issue. There is no clear policy stating that using points removes eligibility for a refund. Under the Great Game Guarantee, a game can be refunded within 72 hours of first launch if it cannot be played due to technical issues within EA’s control. I have also provided my DxDiag report as requested by support. Support has since closed my case without providing a refund or a solution, and they also informed me that they cannot switch my purchase to a Nintendo Switch version, which I also own. I feel stuck because: I paid for a game I cannot play, I am not allowed to refund, and I cannot transfer to a platform where I could play it. Could someone please help escalate this case or review it again