Thanks all mate. I updated the conversation with Duelbits support so far in #1. They don't give me the time frame so I just wait. I will post a message in their official topic so they can get notice.
Use
https://www.talkimg.com/ to upload your images because the screenshot you provided shows error 404 when I click it. It's possible that the privacy of the image is not on public. Nevertheless, use the regular imagehost for the forum for convenience. I'm eager to see the reply of the support regarding your case. Duelbits is known as a very helpful casino in regards with issue against them.
Technically, I think that they have private key and can retrieve the fund. But it can take a long time so they don't give me the time frame.
Importing the private key is very easy. The only problem is the risk involved since they are importing a private key for all their assets which means it can jeopardize all the money included on that one particular key. This kind of retrieval needs extra caution and this makes them very hesitant to solve this case quickly.