Character creation is denied.

[Laenaya]

Try creating a character with the default hairstyle and hair color, you can talk to Styla to change it once you get to Prontera if you wish (don't forget to go through Novice Training Grounds for goodies and Novice Potions!).

If that doesn't work post a screenshot if you don't mind or send in a support ticket for GM assistance if you prefer.