Crazy frustrating!
I never even got as far as testing the app since I couldn’t make it through the KYC. 
Received a similar email saying they couldn’t give a reason, which was the most frustrating part as there is literally no reason my KYC shouldn’t go through.

I posted about it and Jack responded but since I wanted to remain pseudonymous there was no way for him to help me.

Probably all for the best as I really don’t want/need a KYC exchange, but there were certain features I wanted to try out (and would still like to).

For me the most frustrating part was how they shut me down with absolutely no recourse to get it sorted out (same as with you it seems). I hope they can figure that part out.

It isn’t possible for nostr:npub1dmcd5wqd3yku05svp6xqk5gyywek4cgg0w3dk63tcu0rmjxnanns5xutjm to be the main customer support guy! (Although even that didn’t work for either of us for different reasons)