Level up crates?

[happyNote]

Hello everyone, I’m kinda new to this forum, so sorry if I made this topic in the wrong section.
The thing is, I got a friend of mine to play that game and at level 3 or something he got some bunch of crates that required level 4 to be opened.Not sure how these should work, I passed my level 4 previous year or so.
So, the problem itself:

As you can see, he is almost level 8 and still unable to open these.
I dont know if its common problem, so thats why I’m here.

[Kirays]

Hello.

Something may have gone wrong there.
Your friend should contact support via the following link.

https://support-dirtybomb.nexon.net/hc/en-us/requests/new

Good luck!