He was stopped playing and just waiting for the withdrawals, meanwhile he ask for self exclude for 24 hours, It may indeed affect the withdrawal process,
But still there is no real reason or they answer to any emails he sent.

As I said he is old guy, I tried to tell him to sign up but turnout it need to pay some BTC amount which he don't want to.

Duelbits had the self exclude ToS. I am not sure whether the self exclusions was by mistake longer than it supposed to be or it might be permanent, but the live support was saying to wait (again with no real reason) so I don't think it was the problem. In fact the account is still suspended and can't open live support.