I personally can not support any exchange that takes this stance, and if possible would not like btsx, pts or any of its assets to be listed on this exchange. On one hand he says he feels bad but his actions say well sorry for your luck.
They "feel bad" for cashing in that BTSX from the snapshot and "so sorry" about your luck because they know they can't refund it back now.
The situation is really sad actually!
I call BS on that whole scenario. During that moment in time (if I remember correctly) they could have easily implemented a few options to freeze the market and take their own internal book snap shot to easily figure out which accounts would get credited what, then resume business as normal.
I believe they were also banking on the fact that other exchanges wouldn't take the time to honor the PTS snap shot either.
That way they wouldn't be the only one in town to blame. So therefore they gambled on that assumption and lost.
What could they do today to make it right?
Well, why not spend $10k (or more) to hire someone(s) to go back and figure out whose suppose to get what (if they actually still hold that BTSX) and rectify the situation.
I would think a $10k investment to fix this would be their best ROI in this case, especially if they're "To Busy" to do it themselves. Might actually bring back those people that got burned and be able to make that money back 10 fold via trading fees!!
Otherwise I think they'll have the luxury to see their bank rolls continue to decline due to users distrust.
They have blackened their own eye on this one IMO