There are probably many reasons that admins don't communicate as much with individuals anymore on their staff accounts. I mean yes they did before and it was a good for the community , however and he community was much smaller and tbh a bit less diverse than it is now in terms of numbers. staff can't reply to every single person who pms them as they wouldn't be able to reply to everyone which is not fair , that's probably why they always send you to toonslab now. Also gps main job isn't to reply to players questions but to monitor over the game to ensure stability and a nice environment ( which tbh isn't acc done half the time but that's besides the point )
The graal game has slowly tried to approach a more " professional " kind of presidures / structures in order to try and keep the game running as smoothly as possible.
However I do agree that they could probably communicate more with the community through other means such as poles and collective forum ideas, some admins do that his though ! You might just not realise