For what it's worth I won like 30k on there and was frustrated by their live chat support as well. I got KYC verified within 24 hours though and I was using VPN. Maybe try using VPN as well to bypass the visa requirement?
@Op, I will strongly advise you to ignore this response — using VPN will most likely lead to more complications and put you in a position where you can no longer defend yourself if anything comes up.
Just be patient and wait for their response.
Agreed with above suggestion.
DO NOT use VPN. It's like hammering the last nail to your coffin, by yourself. Just wait, I've reached them and waiting for a reply. Once they're back from whatever they're currently doing, they'll respond to me and I'll update you.
mynameisjohn, if you have a case with BC [aside and simultaneous with the one you have with thunderpick] I'll advise you to create your own thread so I can be aware of the situation surrounding the case. I'll try to get it resolved.