Reimbursement of XP/gold/items is not done unless a DM witness the bug or circumstance that caused the loss, or if a screen shot is taken that conclusively shows the bug and the loss.
We can all sympathize with players that have lost time spent improving their characters, especially when it occurs through no fault of their own, but the sheer amount of these requests to the admins and DMs is overwhelming. They are here to play with everyone, not to be customer service to for the community. And so to be fair to everyone, there is a blanket policy of refusing such requests unless proof is given.
If you wish to discuss the specifics of your case please contact a PG.