In such cases, we will investigate to confirm it’s a legitimate situation and may ask for KYC only if absolutely necessary to rule out fraud. Once they can show it’s two different people, they'll be allowed to continue playing without issue. Our intention is to support genuine players while protecting the community against fraudulent activity.
I believe the problem is that users can't see whether your intention is genuine or not. I think this is probably solvable with time when your reputation increases, but is there really no alternative other than KYC? I mean if your team when to push for boundaries, this is one of the areas you can tackle and offer unique solutions for.
I remember talking about wallet-based identification in the past, where users would need their wallet signature and device ID as an identifier, although I'm not sure if people would like it. It's also easy to bypass, so that's that.