You have so much details on this so I doubt a friend will let you have access to such details including his emails but it is OK to represent a friend. As for this case, I think something is not clear here and only your friend can clarify it. And like some people already confirmed, coming to lay a clear one year after the event what I find strange and it raises a lot of concern regarding the legitimacy of your claim because someone that flipped $14 to $5k will not rest until his withdrawal is processed.


Meanwhile, what I think is most likely cause of the problem is the self-exclusion request by your friend. If this is looked into, it will not be far from the cause of the problem since your friend did not break any rules base on your explanation and the screenshot provided where the Duelbits support confirmed that also.