I cant find any official support email from Bitvest, maybe this is why they allow users to create a new account in order to get in touch with them since they do not reveal their contact publicly. The other way is to talk with moderators since they have the way to reach admins, but still in order to talk with moderators, login is required so new account is needed if you cant login with your account.
Also since the bitvest admin is not active here, the only way to get the support is through their website moderators. Although it is quite wired to make a new account only to get in touch with the mods.
You mean weird? Well not weird to the fact that he can't access his account and that's oke of solution he can make since admin can verify it if they see the data's attached on the account also with provided information by affected person. So he should try that suggestion since it looks like there's no other way to contact their support since as we all know that they are already out of this forum and no representative can be contact here.