Battlefield 4 missing from profile [ Edited ]

[1nFaRkTBG1312]

Battlefield 4 missing from account!!
I have had my profile back when EA was Origin, then i recieved for free BattleField 4 i made a case it was closed two days after and nothing happend.
I opened another case, a day has passed nothing is happening. I can't find anywhere where i can "live chat" with someone, that's why i am writing here.
I want to ask where is the game, because it's not in my library and why isn't it in my library.
I am providing screenshot of my library and the email i recieved back in 2015.

[Edit: Screenshot removed as a personal email address was visible - ElliotLH]

[EA_cuervo]

Hi there,

We're unable to assist your account here on AHQ.

You will need to contact EA Help Support. 

Is there a chat option?

If your issue has the option to chat with an advisor, use these steps.

1. Once you select the topic that best describes your issue, you can select Chat with us or Start chat.
2. Log in with your EA Account, if you haven’t already.
3. Fill in the contact form with your:
   • first name
   • last name
   • e-mail
   • platform
   • subject (a short description of your issue)
   • attachments (e.g. screenshots, documents, links).
4. Select Send.
5. A chat window will open when you’re transferred to an advisor.