Regarding the suggestion to send an email to users, this is clearly the most effective way to resolve this issue. However, as we mentioned in our initial statement, we do not have access to the database. We do have a limited version of the database that is shared with regulators for compliance purposes. If we had access to the actual site database, we would simply restore the site and allow users to withdraw their funds directly. Unfortunately, this is not the case, and we can only do what we can with the resources available to us.
What is stopping you to send the email to the users existed with the version of database you have right now? Just a simple email blast, follow a few more to ensure everyone read the email. I will be checking my email.
2. Username (request will be ignored if the username does not exist)
3. Email address (request will be ignored if the email does not match)
Sounds like it's the users fault!