Hi mate hope Mum has recovered and doing fine, coming back to the subject matter its unfortunate you had to deal with this KYC at a wrong time, and any sane person would prioritize taking care of family in times of need and these were one of those times!!!

But unfortunately if this was looked at without any bias and without putting any emotions to this issue...Fortunejack are acting within their terms of service and the needful based on their terms but if you could find a way to talk to them and explain yourself you could have the opportunity to recover your funds and keep playing, anyway good luck!