That's because it was just a gameplay reveal. They're not gonna cover every little thing about the game.
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Yes, you're right. It was a gameplay reveal. Doesn't mean I can't be disappointed that they were never asked about character customization.
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I can almost guarantee you at least one person did ask about it and the reason you haven't heard or read anything about it would be because it was something they didn't want to comment on yet. Luke Smith and Mark Noseworthy both reminded IGN on some of their questions that that event was not to cover too much detail.
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Very good point. I do understand that they would not want to go fully into detail, I would have just appreciated a "Yes" or "No" to more character customization. That's all.