So your friend account on that website BTC balances has been updated after the guy told her, but there's no actual transaction based on the explorer that you use? That could only mean that the guy or his friend has control of that website and then change the data as they wish.

I got a feeling that your ID will got rejected or there will be additional KYC checks that take forever to finish. I never heard about that site before, sorry but this sounds like your friend got scammed.