ΕΑ doesn’t care for missing items from purchased offer with real money

Last Wednesday I purchased a pop up offer for omicron items, but received no one.

Immediately I opened a ticket in game, I sent all the requested screenshots, and Friday night I was told from someone that my case is being transferred to specific department and someone will contact me as soon as possible. 

3 days have past since and no one has contacted me. I am sending messages to the chat and getting no reply.

In App Store writes that I have the right to withdraw from the offer 14 days after. Should I make the withdraw or not? Someone must contact me from CG to tell me what to do.

ally code : 462-613-476