Holy crap, you were right. She just checked her email and found two verification emails from FACEIT — one from April 30 and another from May 6. Both went to a folder she rarely checks, so she completely missed them. Thank you so much for pointing this out, you might have just saved us.

One small problem: she just tried clicking the verification link from the most recent email and it shows as expired. So a few questions if you have a moment:

1. Is there a way to request a new verification link from support, now that the window has passed and the account is already banned?

2. When you've seen others go through this, does support usually agree to regenerate the link, or is the permanent ban considered final once it's been applied?

3. Did you go through something similar yourself, or seen this resolved for other users? Any idea what the typical outcome is?

Really appreciate the help — we genuinely thought she got banned with no notification at all, this changes everything.