Are you Basic level 1 verified?
It looks like a trap to those who do not want KYC and I think even you submit your documents to them they will still froze your account just like what happen to this man below.

- https://twitter.com/Boukareey/status/1676130911161573376

They also updated KYC requirements according to previous post here below
- https://bitcointalk.org/index.php?topic=5458422.msg62497661#msg62497661