It may seem like the user is a newbie, in fact he is, but given the date of registration I believe he isn't. The account was created in 2018. A lot could have happened in the last 7 years. And loosing access to a email address becoming a common thing now. So it would be hard to prove ownership if they haven't got the email anymore. Also there was another account with an identical name which got locked the same way (secret question) as OP did. Can't understand why would the OP consider opening multiple account for the same casino. Anyway, lets hope this issue gets sorted without any delay.
This thread is about three days old and OP has not made any further comments. There are some valid points that need some clarification from OP but he has not responded to any of them. The question of account ownership, not opening another account and others would have been clarified by the OP. But he has been silent, maybe he is patiently waiting for the response of the admin or a staff.