I can't redeem my free simpoints?

I bought my Sims 3 game a few months back. It was not second hand and came tightly wrapped. On the packaging it said it included 1000 free simpoints to shop online (as well as some seasonal wall decals from Seasons). When i first registered my game, i tried to redeem the two but they never appeared in my game or account. I've recently been trying again and i still cant do it. Both games are registered on thesims3.com and Origin, but when i try to register for store.thesims3.com (as an EA FAQ instructed me, to be able to redeem my free gifts), it doesnt load. I've used a different browser and tried multiple times but all i get is a screen which tells me that the webpage isnt available. 

This is the FAQ i used: http://help.ea.com/en/article/where-are-my-free-simpoints/

I was not able to complete any of the steps as some buttons never appeared on my screen or never opened up on my browser. 

I would really like to redeem my gifts, can anyone help?