Exactly the same situation here, having just bought Shadows under the naive assumption that you fixed the requirement to ticket a support desk just to download the games you already own. Last time I had to wait almost 3 days. Now I just got Shadows and the two expansion packs out of it but have no way of getting the original game that I can find, and I am just having my time wasted by its demands that I dig out long gone order numbers and passwords from 3 year old emails.
It is simply not reasonable to expect customers to hoard downloads and serial keys over a 3 year period, to say nothing of all the hoops you make us jump through on this horrible site (endless captchas, logons, tickets, buried links and misleading support FAQs), which I would certainly never come near again but for DW.
The only relevant FAQ at faq.asp?id=8 (I'm not even allowed to link to it it would seem) doesn't even mention the link you gave in this thread and implies you have to ticket for any download - although since there is apparently no way of getting the original game without human interaction I suppose it is correct.
I own all the DW series, but this is the last game I purchase from you until you abandon this pathetic Matrix/Plimus combo. I do not think this kind of hassle is acceptable, in fact this is the worst experience buying a game online I have ever had... Steam, Paradox, GOG, an unsecured download, anything would be better than this. Certainly this inane setup you have is costing you sales, if you've annoyed me into writing this think of all the ones who gave up (in fact I never bothered installing Legends after purchasing it because I could not get the original game).
Honestly, this is shockingly bad...