Upon successful completion of KYC, the client has the opportunity to get his coins back. About the case of @aphoxiseus, you can try to find out from him, we do not disclose information about internal processes.
And what happens if the client refuses to undergo KYC verification but just wants his funds back. What do you do? Do you still hold on to the funds until you see his documents?
Most of the service hide behind KYC verification just to hold user funds hostage until they give up on chasing after the money.