After almost one week the support wrote that they escalate my request to their tech team. I hope that this doesn't mean that they start again from the scratch with all the request of info. I still think that the issue is in server unavailability. The app know my old account (if I start without internet connection the choice between local an server is not present... So it get it from the web) but on the other side there is an issue with the database on the server and when the app try to restore the game it go out of time (when I don't try for a long period the time after my request of restore is considerably longer as if it try more times).
Anyway this is only my deduction.
Anyway this is only my deduction.