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.
Each site has its own support team to solve problems and assist players in coming up with solutions. Every gambling site deals with solving a player's problem in its own way. Some cases take longer than others. You can't compare that. There are plenty of examples of other gambling sites that also take a lot of time to check things out. On the other hand, if a player has really violated the terms and conditions, then the player in question knows this very well and it is understandable that 1xbit closes the account and does not comment further on the substance of the case.