I hope you are aware that the Job of the support is to forward your case to the technical teams who handle withdrawal and any problems that have to do with the funds of the user, the customer support can't do much unless he continues to forward your case subsequently but rest assure that you will see your money from Duelbits in full.
This is why it is always better to do KYC at first if you want to use Gambling services, you would hardly encounter any problems with them except when you abuse their system or found violating their privacy policy.