People feel invested in this game, some financially as well as emotionally.
Perhaps you dont care to take that position or have a dozen other games lined up, I obviously cant say. What I can say is that players who have supported this game for YEARS shouldnt feel that they are behaving childishly or in an entitled manner when all they request is some communication regarding future game direction.
I appreciate NDAs and the like may well prevent details from being released to the public before a prearranged date, but just an occasional heads up, or a nod to suggest things are actually moving forward, however slowly, would be a great help.
I've seen many players quit recently because of the fact that with most things maxxed, even the soul crushing grind becomes irrelevant. Surprise me and many others, tell us that something new and worthwhile is being added to the game.
We dont need cookies or cake (mostly) but a sprinkle of hope wouldn't hurt.