Sims Medieval - Can't launch

I have owned, redeemed the codes and played the Sims Medieval for years through the EA app with no issue, including on Windows 11, and now I cannot get it to launch. (PC, Windows 11)

Any time I try to open the game, it gives me the error message: "An error on our end caused the launch to fail. Try again a little later.". 

I tried:

repairing the game, uninstalling and reinstalling the game, creating the powershell file, deleting documents folder, running as administrator, running compatibility mode Windows 7, running compatibility mode Vista, clean boot, trying to download the game on a different administrator user, uninstalling and reinstalling EA app, EA app recovery. I don't recall if there is anything else I tried, I have been trying for over a week now.

I did notice something in my game library:  under this game's page, I can see I own both the base game and the Pirates and Nobles dlc, but I still get the option to 'Purchase the game'.  

I tried contacting support, they kept moving me from agent to agent until one finally saw there was a problem in my registration of the game: " The system still behaves as if you don't fully own the content", (when answering if the code doesn't help): "No it will not, since as I have checked you already owe this game. "

They tried forwarding the case to another team and told me to wait for it to be resolved, but it keeps getting closed and still saying 'unresolved', and every time I try to reach them again I have to convince them I already tried all the troubleshooting methods and explain the registration problem, which I still do not understand.

Again, this game has been redeemed and perfectly playable thorough the EA app for years until suddenly there is now a problem with it not being fully registered as 'owned'. 

I'm posting here as was told by the support. I don't know how else to fix this problem, or who to contact to correct how the system reads this.