would you mind sharing the conversation(chat, email, etc..) you've had with their support regarding your issue? it'll let people know that you have evidence to back up your claim.
Is it a way that can help me to finish KYC process ?
they mentioned that they are waiting for updates, perhaps try waiting for them to make contact with you? not sure what update they are waiting for but it is possible that it has something to do with you failing their KYC and maybe they'll inform you the reason as to why you failed their KYC