**edit ** My understanding is .
They haven't "lost" the coins .. they have created and posted you a transaction which never got broadcast to the network.
It would be nice if they would make the raw transaction available for download in your list of withdrawals so you can download it and broadcast it to the network for yourself.
You can broadcast a CLAM transaction to the network using
https://just-dice.com/pushtx for example. Other CLAM sites may well offer the same functionality too.
Great Idea ! Mind if i borrow for my own project ? Such a simple solution, because if indeed a
valid transaction was created, a re-broadcast would resolve it.