Chat is the big problem, all players might as well be AI, it makes absolutely no sense, at all, for a supposedly social game to have the most obtuse convoluted approach to interaction, considering games have had this most basic function for years.
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I just think they tried to make a game for everyone and ended-up in that void where you alienate the various communities you tried to appeal to. It's a sad situation. I still think the core is good. It's just that everything around it lacks focus.
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Indeed, I absolutely love the game, but it desperately needs communication options, I cannot fathom how or why they left it out.