I contacted in-game Customer Service, but they told me they could not help unless the name on my national ID matched my in-game username.
However, when I initially started playing, I was instructed by the game not to use my real name. I followed that instruction and chose a username instead.
I am now being asked to meet a requirement that appears inconsistent with the instructions I received when creating my account.
I am willing to verify my real age and identity using legitimate documentation. However, I would like clarification on why my legal name must match my in-game username and whether there is an alternative verification process.
I have invested considerable time in my account and do not want to lose my existing progress.
Could an EA Community Manager please clarify the correct procedure for resolving this issue? I would appreciate a proper explanation rather than another automated response.
