Bug with Step Up Offer Deal (Ultimate Freeze)

I bought the 5 packs of step up for ultimate Freeze. But I did not receive an iconic player. It said an iconic player was guaranteed if all 5 packs are bought. I only received an epic player. Now the deal is gone and I am missing the iconic player. I asked for help in the EA support, but they told me to post the issue here for further help. 

looking forward for further information and help here. 

(as the support already asked for it: I can’t provide a screenshot of the issue because I wasn’t expecting problems when buying/opening the pack)

best, Dom