What you experienced was called "Self banning"! Here you can learn more about this,
ACCOUNTS WILL BE LOCKED IF THE SECRET QUESTION IS USED TO RECOVER ITAs far I know, you
MUST sign a message to prove your ownership in order to recover your account. But I don't see any address linking to your account as yours is a casino representative account. Not sure how it would be resolved at this point.
If he can provide an email from the email linked to the account this can help, I believe the account is an official account and still at newbie stage so for they .ay have not used any address to be able to sign a message from such address.
But sure he have the email so other verification means may be applied to get him through, but people are advice to avoid using the security questions features.