Well, renew your password and proceed the KYC process again since there's no other way.
I also suggested this - Since the amount we're talking about is a bit huge it would not be a waste if he spends like $50 to get his passport renewed and then completes his verification before finally withdrawing his funds.
Or he could keep trying here to see if there are other ways that bcgame support can help him solve his case.
This is really frustrating if he always get denied even if he submit his details. Maybe the best thing he could able to do is to ask the assistance of support about what they really like since maybe they can share some formats to follow so everything ask will be submitted successfully.
If there's no able to guide him since sometimes support answer takes so slow then I guess much really better to contact them in this forum since maybe they can get the answer that they want to get from them and solve their ongoing issue. Hopefully both parties will settle and no person aggrieved in this situation.