Communicating back and forth with players is almost uniformly a mistake on big projects for two reasons.

One: people on the internet do not behave like reasonable people, and using punitive methods to force it to be a reasonable space is a full-time job and will create even more problems and more work - ban evasion, review bombing, social media attacks, etc. The moderation here is lacking, sure, but lacking moderation does not explain why it's a dumpster fire in the first place. That's all on the people - and in practice you'll find that they're not going to magically behave vastly differently, they're just going to be periodically kicked out of the pool, and they're going to lash out over it.

Two: most purpose-driven feedback is less useful than sentiment mining from players talking to each other. The long story short of why can be summed up by this Neil Gaiman quote from his storytelling masterclass: "Remember: when people tell you something's wrong or doesn't work for them, they are almost always right. When they tell you exactly what they think is wrong and how to fix it, they are almost always wrong." Unfortunately, most player feedback tries to focus on desired changes, which might as well be filed directly to a shredder for how useful they are. Players complaining to each other tends to be a lot more purely useful - CM/dev presence is actively harmful to that.