I signed up once & had around $60 worth of 'Gold' on there. My phone broke & I lost the SIM trying to move it so I didn't have access to the number I used to signup, so I couldn't log in. I contacted support and they wouldn't help, said that they couldn't do anything about it. Never signed up again because it still asks for a number to sign up & that's annoying because I don't have one anymore :-(
I think that this is permanent loss, although the loss of clock or credit cards and so on, but if you take into account that there is a service of Internet-Bank, it is likely something can be done on other data, for example, checking a Bank account or something, but I think it's not a mistake of the service, but some drawbacks still there and it is likely that assistance was not given in consequence of omissions in the rules that they advice such cases to provide, although