The ticket was reopened and they are working on it. They tried to resend the coins through Poloniex but it seems there are lots of transactions going on for Zcash today and Poloniex has some trouble getting transactions through as well. Cryptonator support had to contact Poloniex support to recover the funds  

Edit: I eventually received the funds on the address I provided... and then jaxx was not showing the updated balance. I ended up having to run my own node using Xubuntu in a VM.

As for the topic, sh*t happens occasionally, but Cryptonator does seem fully legit and professional and their helpdesk answered timely and solved the issue.

Well, I did it again. I sent those Zcash to another address and it got stuck again  . Request #17215 updated for them to unlock it again.

Oh my... I have some Zcash that disappeared. Reading all of the above, i'm a little worried.
I sent some ZEC to t1Vb2TbNmFhwyJUf5shSDHhLhCYbKAqA8fq and nothing is showing on the blockchain nor in my Cryptonator account.
Request #17215 open with their help center, no movement so far.
I'm hoping teamcryptonator or the helpdesk can help return these to my address in a decently short time  

edit:
Funds have been returned to my account  . Reason: "transaction stuck in the queue due to lots of tiny incoming transactions automatically included in it, which exceeded the maximum transaction size in bytes allowed by the Zcash network. When there are too many input transactions get included in an outgoing transaction, system gets 'Transaction too large' error and cannot automatically sign it". I'm thinking Zcash is a bit new and integration still requires some fine tuning.