You're giving out information about the status and resolution of his tickets and what he is willing and unwilling to do (read that as interaction with the customer), that's personal information in case you're wondering.

There is a big difference between saying "While for privacy and security reasons Cryptsy doesn't discuss customer personal cases in public we would like to state on record that these claims are unfounded bla bla bla.  We believe in the integrity of our systems and are diligently working with this users towards a resolution. bla bla bla", that's a lot different than "shaming" the customer in public saying "we told him this", "he doesn't want to do that".  *If* some of what he says is true the story isn't as simple as you make it seems.

You might want to familiarize yourself with privacy laws.