due to low volume on bter i think they making too less money having a big focus on security. i would recommend to slowly transfer positions out of bter.
I usually try to avoid Bter, but their XCR prices were quite good... although since I couldn't get them off the exchange, I guess I now know why they were so good.
Hopefully they refilled their hot wallet by now. Unless a person knows Chinese, it's not always so easy to get easy answers either (although thankfully they have at least one rep who speaks english on their support chat).