Account of my friend is disable

The other day my friend's account was disabled for allegedly being 12 years old. In fact, he is 26 years old.
He is transgender on hormonal therapy, and this hurt him very much, as he thought it had to do with his high voice.
He sent a photo with a passport and this AMAZING piece of paper with a nickname, but no one answered him. He is in a depressed state, moreover, he cannot even leave this message on the forum on his own - it is impossible to enter the account.
His mail is svyatoslavjoker1@gmail.com, and every day of delay makes me worry about his fate, since Discord was one of the few places where he could safely spend time with little or no threat of bullying. 

It's funny that the support team doesn't even send an email about the status of the ticket.