I am speculating that the theft was a result of the openSSL Heartbleed bug. Based on that, I don't see any negligence from CoinEX, and I have every reason to believe they are trying to survive & refund everyone.
Thoughts?
Or maybe the accidently deleted the wallets and did not have a backup.
I can understand they don't want to react to threats and trolls, but then they could send their customers a private mail.