The problem is that in trading, time is money.

When you pretend to build a business dealing with people money you cannot be "slow sometimes", the service must be perfect. And if there is a problem, you first inform all users and fix it as rapidly as possible. If you are overwhelmed, you go offline, put all team resource on problem fixing and come back only when everything is ok.

Ignoring support tickets, ban users because they ask help, hide identity ... that's not the right way to do and I really hope that when this business will mature all these shady exchanges will die.

I have never had the smallest problem with Bitstamp. So it is possible to build high quality exchange.