Cant start my game

I got the sims 3 on my macbook years ago and i was only able to actually play it once, when i first downloaded it. But it crashed and closed on me, and ever since then i haven't been able to play my game. I paid full price for this game, and i can't even play it. it feels like a rip off.  I am able to actually open the game, but when i get to the menu to continue my game (picture of sim i made and check at the bottom of the screen) it gets stuck on a loading screen and no matter what i do it won't go past that. I've waited for hours for that loading screen and nothing happens. I tried reporting this and creating a case several times, spoke to a live agent from ea, and the problem still has not been solved. My computer is fully updated, i turned off all custom content on the game launcher, I uninstalled, reinstalled, and repaired my game. Nothing seems to work and it feels like a big rip off. I've talked to multiple agents and followed every step they have said. Nothing. On top of that I demanded a refund but they wont give it to me. It feels like some bull. I essentially threw my money away. If anyone could help, that would be amazing.