Every casino will get a lot of claims every day but they always need to be checked as some are valid. It can help by posting a topic here if you don't get any more replies from the livechat and there is a representative from Duelbits active on the forum who can always look at the claims and get the issues resolved. Fake claims/reviews are a big problem for a lot of companies but I don't think that this will ever get better.
I think livechat would help everyone one way or another, it would be very unlikely for anyone to end up with no help at all from livechat. The reason why I am saying is that I have been here for a long time and never had a single situation when I didn't get any help from livechat.
Maybe you will not enjoy the answer you got, I can totally understand that because if the response is not what you like then you may not want to accept that and come here and ask the same question here as well, but more likely result will be someone from duelbits giving you the same answer here. I haven't seen a situation that wasn't solved by livechat and already given an answer, and person here giving another answer and solving the situation instead.