Hallucinating, you might want to call the number listed on premium.neopets.com, I do know of people who've had their charm returned already. I don't know anything about the situation, they could be doing it in a case by case basis and may not have gotten to everyone yet, but it would be a good idea to contact them and make sure they know yours is missing. As for your friend, she should call as well. Premium is still in beta mode, they're still working out the kinks. If they don't know someone is experiencing a problem, they can't fix it
The charm seems to pop up for me when I play an average of 10-15 games each day. It's random, but if you play a few games every day you'll most often have it double your np on one. I've never played an extreme amount of games to see if it will pop up more than once, but I bet it wouldn't. TNT does try hard to make sure premium players don't have a distinct advantage, since we're paying for the premium features -not to play neopets.
The horrible thing with the charm is that if you try a game and realize you hate it, but collect the 3np you made from playing it anyhow, and the charm activates...you will only have gained 3np extra
