Have you looked in your game, maybe you didn't get a pop up stating you got it?
I do not work for EA
do you maybe have an underage account ? That's the only reason I can think of that prevents you from getting it.
If you don't, it's probably best to contact a game advisor to help you with it
Game advisors can be found through live chat or call-back
Click on this this link for fast finding https://help.ea.com/en/contact-us/
In Details here: How to contact a Game Advisor
I don't work or have any association with EA. I give advice to the best of my knowledge and cannot be held responsible for any damage done to your computer/game.
Please only contact me via PM when asked to do so.