Reposted my edit above:

There have been numerous claims that BitInstant is defending MtGox on this issue. This is not the case. What happend here is totally unacceptable and I've even said I think MtGox should pay financially to this customer for the problems.

At the same time, as of now, I am the only one who got in touch with MtGox on behalf of the OP and told them that I believe this is unacceptable.

BitInstant defends the right of every Bitcoiner, regardless if they are a customer of ours or not.

I apologize of my original comment was not clear enough