Banned without a known reason

Both my children played Skate yesterday for about an hour each for the first time. Now today they wanted to play and both of them are banned?

Yesterday I created the EA child accounts for them; this is their first EA game. They don't have an e-mail attached, only a username because they have child accounts. 

How can this be resolved? I can't login to penalty history or support (appeal) because there is no e-mail attached to their accounts. Hence I cannot see why they are banned.

Using the EA app I also get that they are banned. (see attachment)

How can I contact EA for them for this to be resolved? All options need an e-mail to login, I can't use their username.