Yes they can do that, the finantial value of free users is small so don't expect much in the way of individualized customer service, you probably can't guarantee that the language issue won't come up again.

It's easiest to work around the system and create a new account, you may well have to conceal evidence of the old identity with:

A different internet connection IP address, if a DSL connection it could be a matter of turning a modem on and off, in other cases your unique address may be fixed,

Sign up through a different email address, like a free Gmail account.

Clear browser cookies associated with the site, o clear all cookies.

They own the website and can do as they wish but write them a complaint and they will unban it. Make sure you mention your child's disability so that they understand the reason for her actions.

Goodluck

KW

PSYDUCK!

They sure can do it.