I understand about BC Game requiring him to submit KYC again but after more than 20 attempts he should try to explain to the live chat operators about his predicament as it seems like a vicious circle. But that was before your recent post, it is good to know you managed to make contact with the right person at BC Game.
Hopefully the OP will get a definitive answer as soon as possible even though waiting can sometimes be difficult especially when maintaining innocence.
The situation with his account, as I was told by my contact, was that he tripped several triggers that activate their anti-hack system. My contact gave me the parameters he tripped over, of which I am sure was only shown to me as a gesture of their trust and intended for my eyes only, so I can't give more info about this.
They asked him to re-perform KYC to be sure that the account is still safely at the hand of the real owner. I believe they're in the middle of processing the information provided to them by OP. I'll poke my contact and ask for an update.