Anecdotal, I had the same with EA. When Origin first launched, the two games I had in my EA account disappeared. Do amount of battling with their support got me anywhere, even though I had the retail copies and the serial keys.
Got to the point where I gave up. Rather play games I actually wanted to play, to than Spore and The Sims 3.
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Civ always makes me think of Nimoy. His voice-lines for Civ 4 echo in my head to this day.
This is the thing with my CPU. It has TPM, it’s enabled, and the upgrade tool says that’s fine. The installer doesn’t make it clear what the issue is, it’s like: Congrats, your CPU satisfies these three bullet points, but no, you still can’t have Win 11.
I have a rig with Windows 10, and haven’t upgraded because… Microsoft arbitrarily say my CPU is unsupported, even though it meets all the criteria.
I couldn’t care less about the two games, and fighting on principle seemed like too much effort at the time.
But yes, I’ve not bought an EA game since.