There must be something going on. Otherwise, an account will not be blocked or locked for so long. By the way, if you place a bet with a bookmaker, it seems to me also the responsibility of the player himself to keep track of the bets placed. Maybe he made screenshots of it? Or can he at least tell you which bets he has placed, on which sport and which competition plus the stake for example. 1xbit may be busy with the support department at the moment.
Why did 1xbit create their support? Isn't it to give support service to customers in case of any problem? So why is this victim not getting any solution from support? If 1xbit support doesn't talk to him, how will he show his evidence? You are promoting this website so you are also supporting their activities which can put a new player in big danger. So tell 1xbit not to block player's accounts with just an excuse.