Paid but didn't get what I paid for!

I am really frustrated and disappointed right now.

On 20.09.25 I spent around €100–150 (15–20k points). I bought all Captain Chain packs A–D.
In Captain Chain C (1k points per pack, 8 packs at once, promised players 109–111 OVR) I only got ONE 109 OVR player out of 8 packs. Totally unfair.

I also completed the Shanghai Festival event. The event clearly showed there was a bonus choice player (109–111 OVR) but I never received it, even though I got the stickers and other rewards.

I spent even more on the Ultimate Captain Shuffle: 150 shards plus 3,000,000,000 coins. I shuffled 20–30 times and still got the same players over and over again (Lahm 3–4 times, Buffon 2–3 times, Cruyff, Bruno Fernandes, Messi). Out of 11 captains I only got 5 different ones. Huge waste of money, coins, shards, and players.

Support experience: I contacted EA Help advisors twice. One told me he doesn’t handle FC Mobile and sent me back to in-game support. In-game support told me “sometimes this happens, we can’t help you” – no apology, no solution. After I mentioned EU consumer rights, they stopped replying. It has been 2 days with no answer. Today another advisor admitted it is an issue but said the only option is to post on the forum and “maybe get lucky.”

So I pay real money, I don’t get what the game promised, and now I am told to post on the forum and hope I get lucky? That is extremely disappointing.

My request: I am not asking for a real money refund. I want either the missing rewards (players/items) or a refund in in-game points.

If EA cannot provide what I paid for, then this is a clear violation of EU consumer rights for online games.