Haven’t tried with your international passport and it failed, the best you could do for yourself is to try with a different ID of same value. National ID, Drivers license and the likes of those. These documents come under some standards and could be easily verified.
The fact that after a failed attempt, support was able to reopen the portal for you to have a second go at it, means BC.Games is ready to aid you resolve your KYC problem and you’ve just got to keep faith with them and provide the necessary document that has same name as the one on your passport so, you don’t come under more complications.