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The realm I admin for is not role-playing enforced though we are slowly bringing in more methods to encourage it.
All I really want to add is Pleos, it is a pleasure to read such a detailed answer to a disgruntled player. Most games have been stung by the typical angry review from an unhappy patron and it is incredibly frustrating. You have answered all concerns I think a player would have about that review eloquently and without rancour.
Kudos to you!
Kat
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