It's seems quite a bad experiences though, all my years gambling, this is the first time I'm coming across such experience coming from a gambler who has previously played the game. Well if I'm in your shoes I'll try creating a new account and if thesame restrictions occurs it shows that it's not a bug but an intentional decision from the game provider. However maybe you should try out other interesting casino games, there are several gaming options to pick from including their originals.
Though creating another account to no if it will happen again is not the right way and there could be other way for him to verify this, I believe there are other people from the same region as he is, so is just to no from them if they are also having the same restrictions. though from how I see it might not be from his country but possibly a minor issue that just needs to be rectify because I believe that was not his first in gambling with such games, so if others has been going well means that is something that's not serious but however I don't no if he has reported it to the support because that's the only place for him to get a solid answer.