Maybe you can check their T&C on this page, https://www.bk8btc.com/tnc#term15 maybe you are violating one of their conditions. if you didn't get any answer from Livechat, try to check their contact us pages, maybe you can see how to contact them from your country. Since for Indonesian, i can contact them from telegram or even using whatsapp. But mostly I have a solutions from telegram. Better to contact support directly than contacting @roycilik, IMO.