I work in an enterprise IT department servicing tens of thousands of staff globally (a fraction of the number of players I assume) and one thing we have learned over the years is that the key to contented customers is clear and honest communications.

It is a simple thing that can turn the users flooding you with angry messages into allies, or at least gaining their understanding.

For example to day you patched in the announced outage window - great, so far so good.

Then you presumably either found another big bug that could be fixed OR found something that this morning's work had introduced that also needed fixing.

Soooo... you now have a forum full of grumpy users and a lot more out there who will never post about it.

On the other hand if you had perhaps posted a clear notice announcing why you needed the extra outage (in rough no in details), and expected time of resolution and a time at which the next communication would occur if your initial timing looked like being wrong you would have been able to manage user expectations & give a clear consistent message at the cost of maybe 30 minutes of someone's time.

As it was a communication is there but contains very little useful information whereas with a couple more words and a possible update comm to follow you might sooth the more rational folks.

People generally respond well to information & clear informative regular communication and badly to vagueness and uncertainty.

Just a suggestion.