Contact Firemonkeys https://help.firemonkeys.com.au/hc/en-us/requests/new
I may have missed minor prizes in Simtown Market that I did not notice but I definitely did not receive one of the grand prizes and contacted support and got the items
Anything within a week is fast for EA or Firemonleys
You should get a confirmation reply within an hour (that they've gotten your message) but then it can take some time
This forum is provided by EA but is designed as Player helping Player, in this case we can not do much for you
Contact Firemonkeys support: https://help.firemonkeys.com.au/hc/en-us/requests/new or get there in game: green ... button at the bottom of the screen; Talkbubble with ?
I personally can not sign in with chrome, so you might need to try different browsers
Or contact support via FB or Twitter, links are at the bottom of the page
