I opened cases for licensing, received email confirmation, but when I use the case tracker I do not have access to the case.
I literally just got off the phone with PTC about how cases are showing up. Are you saying you don't see the case listed or you see it but can't view it due to permissions issues?
On the case tracker page, cases opened by you and cases opened by your company only show technical support cases. They do not show license management cases. To see these you need to navigate to the advanced tab and select license management.