If the problem is about the country of the user. He must be unable to cashout since the early of joining BC.Game. In fact, he has no problem to cashout in the past.

This is sometimes true because at the end of the day, there are sometimes some obstacles including OTPs that are blocked by countries that have regulations that prohibit services like this.

I experienced this on several sites where even though I tried several times to do OTP with a cell phone number, in the end for some providers in my country it seems to limit this so that the code does not arrive although not all providers are like that.
But this is also a fairness because in my country at this time gambling is still an illegal thing even though it cannot be denied that there are still many gambling players here.