How to check on a ticket

I created a ticket last week: 

838c8028-ad70-47f1-a944-e85a4e5251ab

I don't know how to follow up on this ticket.  I'm unable to play my game, Sims 3.  It tells me there is "A serious error has occurred while loading [saved game name].sims3.  It is strongly recommended that you restart the application."  I have tried restarting the app, restarting my computer, and uninstalling/reinstalling the game.  And nothing is working. If it isn't going to work, I would like a refund. But no one is talking to me telling me they're working on it. 

Thanks