the users don't know whether they will ever see their money again.
The service is operated by one of the most active and respected bitcoiners. Their service is responsible for well over half the bitcoin transactions occurring each day and to accommodate this they are doing improvements and maintenance on a regular basis. If you haven't gotten a payout, it is probably just a delay. If it doesn't show up after many hours (or a day even) make sure the transaction has been confirmed and has made it into the blockchain.
If it has and there still is no payout then perhaps posting on SatoshiDICE asking for assistance will help get your problem solved.
That thread does show that payouts are delayed apparently because of a cash management issue where they ran out of confirmed funds and made payouts using funds from wagers that hadn't confirmed yet. That will gum up the works if they need to stop the system to reissue those payouts. It is called growing pains.