We're currently in the process of onboarding new team members to enhance our support services. This setup is ongoing, and we aim to improve response time soon.
This is what I was looking to hear for the last few months already. As soon as you have your new support team ready to work side by side with this community things can get clearer, every requests from users can be answered individually and all issues solved. That is the first step you have to take in order to retrieve your trust and reputation with your community of loyal users who have been with you for several years.
Ensure the safety of your platform and make your support work in real time through email and through this forum. Don't let requests from users accumulate, otherwise things are going to get out of control and what you will have is chaos in front of your eyes, as we have been seeing these days here.
Personally, I don't feel confident to keep my funds at freebitco.in at this moment, but if things get right back on track once again, it might be possible to reconsider the idea.