That's possible mate. What's more, Duelbits is a platform that has very high credibility in this forum. Instead of going through CS or their email, it would be better for you to contact
their official account on the forum. I even experienced the same thing when I unknowingly transferred unlisted tokens on Binance, but it didn't take very long (about 2 weeks), they returned my unregistered tokens to the wallet address I provided.
But in your case you were using Binance, not Duelbits.
This is not about Duelbits has very high credibility or not, but Duelbits is not owe anything since the mistake was @OP. If Duelbits willing to retrieve @OP's coin, then it's good, if not it's not a matter. Don't hope too much IMO, just assume the coins is already gone.