To be honest, this is unlike Duelbits, but since the customer care have answered and said they are checking your account, and that its not a matter of going through KYC verification, then there is nothing you guys can do other than to be patient.
My instinct tells me there is something probably wrong some how, but i trust duelbits well enough to never disappoint their legitimate users, there is always a time like this in every business so its nothing new i believe, your withdrawals will be processed, just be patient , i am not a spokesperson for the casino though, just trying to be optimistic and positive.