[Current Issue] Sims 3 "serious error" when loading save

Iv'e just purchased sims 3 and downloaded it on my new gaming laptop, i have been trying all day to load it and I get to the screen to choose a town, stardew valley and it wont load and just keeps saying error can't load please restart the game, which i have done so many times and nothing changes, i don't know what else to do, i have been running sims 4 no problem, can anyone help, or how do i get a refund for it please..