I Tried it and he is not banned.
This could be many things. First of all did he try to put in as his new email one he uses for another account. If so tell him to send with a completely new email. You must use a separate email for each account.
Also did he have access to and was on his account up to the time of password resets last week? If not his account could have been stolen. If he thinks this could be the case then he needs to report this via contact us report behaviour giving as much info as he can about his account and bring the ticket number to a gamesage in shoutbox as soon as possible to get it locked.
Difficult to tell in his situation and I am just guessing at possibilities re above. Some seem to have Recovery glitching on them, however in some cases it is that the player is not filling in correct information in compulsory boxes, in particular the spelling and case of their account name.
If neither of these and he has filled in all the information correctly, then it could be a glitch and tell him as a last resort rather than using Account recovery to use Game Support/Other for his game explaining the issue to the GMs he has with the account recovery option.
For further info just in case he did something wrong tell him to read this, in particular the bit in bold Resetting of Passwords