I notice a few things interesting in this site, a few of the claims are either large sums or claims of criminal linkage etc, which stems back to my thought about someone may be receiving tainted coins without knowledge given the amount, and rather than seizing just the portion, they seize the lot.

Either way, when it comes down to it, there should be some transparency, which there appears to be in some cases.
I do know that some KYC polices can be very picky (full page not in image, facial recognition not working etc)

Currently dealt with a similar issue, support took days to fix it.
Not going to name thia site yet because my funds are stuck and I need to jump through hoops to get it back.