Dear Boussac,
.........
Sincerely,
PyedPyper
As thoughtful as this letter is- it might not be possible for them to answer. Even if there had been no funny-business any legitimate company would hire a lawyer that would advise answering none of these questions. What if they were to answer you wrongly about one of these questions? Perhaps just from not 100% understanding the situation? You or someone else would turn around and go after them about that later.
It's a legitimate letter, but I think any lawyer would advise "no comment". It's just too risky to tell you the truth- innocent or not. Indeed, perhaps the things you point out in your letter about their "50BTC" limit, or "first come first serve" might be the result of them trying to come up with a clear, concise, and honest communication to the community, as quick as possible, the only result of which is more accusations and mistrust.
This is true, and is a good point. In that case I would expect the lawyer to draft the response or at the very least to give verifiable evidence that the matter is being perused with the utmost professionalism and in a way that would be most likely to result in a resolution which is favorable to the effected parties. Failing that, it is completely reasonable to expect at some fraction of effected customers will do everything in their power to achieve an outcome which is in their best interests, and in doing so could add inefficiency to what could otherwise be a more smooth process.