Let me be the second to respond. The free gems you get in this game are an incentive to get people to spend more for more gems, and to keep the game play more equalled out etc. Without those free gems that players get occasionally, it throws the game out of balance and messes with the marketing plan of how to get people to spend money. For example, I did a realm change and used 150 gems i PAID for. But i was able to recoup that in the arena. I figured I would be able to recoup it in arena. If I wasnt able to recoup it in arena I may not have realm changed. In fact I may have quit the game and stopped spending on it. SO yes he is entitled to those gems and they can award them to him

HOWEVER
you should not be reporting lost gems here in the forums. Its useless,
on the log in page of tynon.com go to billing support and complain. Complain daily or hourly. You do get a response there. Sometimes the same day, sometimes the next day. Do not stop updating that ticket till your issue is resolved