sorry for necro but:
On 2013-12-05 17:42:33 SUPPORT replied:
Hi,
Thank you very much for the detailed information. Please accept our truthful apologies for the inconveniences this has caused you. Unfortunately, I must inform you that due to technical reasons both unexpected and unavoidable issues that affect the performance of the system do occasionally occur and, according to the EULA § 5 and § 6, we do not compensate for losses in such cases.
Please rest assured that we will certainly investigate this matter further, try to locate the cause and take all reasonable efforts in order to prevent this from happening again.
Secon class citizen berg here