[2021] I just want to be able to play again!

So a few weeks ago my buddy told me about this game and said we should buy it. so I agreed and we went to buy the game, and unfortunately my bank wouldn't allow me to buy the game. so my buddy being the true friend he is bought me the game as a gift and sent me the code. we started playing and learned things the hard way about loot and exfil campers, but we had a lot of fun doing it. a few days ago I tried to get on and the launcher says that I have to buy the game in order to play. so I went to the website to start a support ticket to try and resolve the issue. its been about three days I think and I've gotten about two messages back from them say I need to give them all the info and they asked where I bought the game from "even though I explained all of that in the first message I sent. unfortunately I still do not have access to the game and my buddy is leveling up way faster than me now. I really enjoy this game, I just wish the support team was a little faster at responding. any tips would be greatly appreciated. Thanks.

update: both copies purchased from bsg website. was with him when he purchased. he said his bank refunded one copy bc they thought it was a double charge but then it recharged it. possibly the reason my copy was taken away?