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Neopets is a game. Something to do in my spare time. If I worried about it at all, the fun factor would cease to exist. If I ever do end up breaking a rule and get frozen for it, oh well. That's life. I'll just start over or find something different to play.
Neopets is a game, yes but it's also one that some people spend hours a day on playing, over the course of years. All of that work, that time spent is not something most people go "oh well" over if they are frozen for some obscure or especially false claim of rule breaking.
I've been playing off and on for over 5 years now and if my account is frozen and locked because of something someone claimed or because some TNT staff
thinks I broke a rule, I wouldn't be too happy all of that time and work was lost.
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As far as the connection between the Neopets staff and the users goes, it has definitely changed quite a bit in the past couple of years. I remember way back when you would send in a question, a comment, or an idea for the site, and you would actually get an e-mail back. Nowadays, I hardly ever get even an automated response saying something like "thanks for the feedback".
A sad twist to the success of the site. The more popular they become, the more distant to the user base they get. This is part of why I think the freezing and staff problems are so bad at times. They aren't connected to the users or get a cynical or dystopic outlook on the userbase.