PS i forgot to add that they are requesting i fill KYC form and i didn't see this before i started playing.
I think this is part of the issue you are having. Maybe you try to do it and see before you get back to the support but if you don't like KYC, you can forget it and forfeit your winnings depending on how much.
If he can tell what is the site like other members said, we can give more suggestion as we can see if that site is legit or not. I am sure that members here can give the best answer related to the site because they are playing on various site. Doing KYC or not, it depends on himself, and if he is fine with that, then he can do it right away so he can withdraw his win money.