Ok, so I contacted them via Twitter and in less than 10 minutes they got it solved, just by deleting and re-adding the basic version. My first agent at support said she did the exact same thing, but that time it didn't appear as "new", this time the game was tagged "new", and that first time she even got slightly angry when I told her to try it again to see if a second try solved it. The agent that took my case on twitter said "I just removed all the other versions of Andromeda from your account and granted new entitlements for it 🙂 -Kat"
Thank you Kat from twitter for the help, it's finally over 🥳
All support agents should be notified of this solution, it has gone for over two or more years and they still try to solve it trough other methods.
For anyone with this problem, contact them on twitter, and make sure to have the game tagged as "new" after they say they changed it, otherwise it didn't change anything.
Thanks to @holger1405 too, would have never tried to start a new game if it wasn't for you.
