I pre-ordered sims4, took my money but is no game

Hey,my english is so bad.I will write with google translate.I pre-ordered sims4,paid with QIWI and money removed,but no game.No confirmation at mail,no game at origin.I have long been saving money that  buy this game for my girlfriend.But no game and no money.I have check at QIWI and I shoot video how I buy this game.This is not the first case when origin left me with no money,then I pre-ordered battlefield4 and buyed for it 2 times.Now I'll deal until the last,I hope you confirm the order and at least now everything will fine, thank you for your attention.