My online account has be disabled.

2 years ago

Hello
i have a online account for a crypto exchange based in Seattle, U.S.A. and due to some security risks at my end, i requested the exchange to stop my trading and withdrawing but they disabled my account for security and said they will enable it when i need it and for that i need to open a ticket.

i opened a ticket, initially they replied asking for some documentation and photos to prove my identity. i submitted and its 18 days since and they have not replied back. what i believe is it could be related to my identity authenticating.

my first passport submitted in 2016 was clean shaven and it expired last year and just for the sake of updating my kyc i had my passport renewed, i have a big beard now due to practicing sadhana/penance, my passport also has this photo of big beard, which was verified using biometrics etc.
november last year, i updated my new passport with the beard in the exchange and it was accepted. but since my older passport photo and the new one looks so different, i feel this could be posing a problem. they might be little careful for fraud purpose but they have not replied anything back to me.

what do i do here, how do i prove to them authentically i am the person i am and also they should enable my account or if any other problem is there, how do i approach.
thank you (Hyderabad, Telangana)