But here is how we are working out this very bad for us and our customers situation:
You have it the wrong way around:
it's a bad situation for your customers in the first place. Your responsibility and the consequential losses you'll have to take should be a given. It's your lack of empathy, transparency and pro-activity that has us not feel sorry for you. You've kept us in the dark for months.
Due to technical glitch we lost all XVG (including those in backup wallet) which we had on our user balances. This is very unfortunate and rare situation but here how we are working this out:
Again, you are responsible for your exchange. Stop placing yourself in the victim role. You are the business, we are the customers.
We are the victims of
your mess.
This method will help our customers to get their refund partially but faster if they set sell orders below XVG sell price. For those who can wait - they can set XVGCT sell orders at the BTC price equal to XVG price - and we will buy it in time.
This is best possible solution we can provide. We can't refund XVG because we don't have them anymore. So our best option is to buy your XVG with BTC.
The best and fastest option would be giving people who have XVG at your exchange a full and immediate refund for 100% of the current market price. It's your choice not to do so, which proves again you do not have your customers' best interest as your #1 priority.
I will not accept this. I suggest you pay back your customers their money for all
their XVG
you have lost. Immediately. That's the only acceptable option you have to do the right thing.