Probably the best thing you could do is to contact the persons above. Try to send email on kraken, I think they are very responsive on email than their social media sites.

But I think what could be the problem is the connection you've used to create and verify the identity of the user due to the fact that you are away coz you guys are on vacation. My hypothesis on this one is that, kraken exchange linked the accounts (you and new acc) that's why they are asking for a live picture verification as many as possible.