If you mean "have him reach out to support," then he has, several times. In fact, you're the only person even remotely related to itch.io who has responded to either of us. I wouldn't have posted here if he hadn't tried all possible avenues of communication first. If you can't help then that's fine, but you're one of the only people who's got a direct line to the site admins and they don't seem to want to listen to him.
Well, the ONLY sign of life he's ever had with support staff is a takedown notice that specifically instructed him to directly reply to the email, and that notice didn't have its own support ticket ID. For the record, if you can still help with that, his ticket ID is 310484 . Thanks for your help and prompt responses in the meantime--it genuinely means a lot to us.