It’s mainly about PGs and their stupid decisions themselves, not going through all situations and all possibilities could happen before implement changes.
First, let’s admit, their support system is shitty, you can’t keep saying to your players the same phrase every time they get into issue with your game: clear app - clear cache, cookies - redownload- restart the game. It’s just like the way I fixed our computer every time the screen got frozen when I was at elementary school. It is only fixed in temporary but the situation got worsen and then when the computer reached over its limited, it was broken.
2nd, some of their changes didn’t lead them to anywhere. Sure, you cannot not please everyone, but if you turn your game from an entertaining tool to a burden, then expecting your players, even long term players, leaving from your game, which exactly what PGs are doing right now with reduce time blockage and changes in electrum line and so on. Nobody enjoys burden of playing in a virtual world, they already got enough burdens with RL already, reduction in blockage time created huge burden of playing to ALL players and a small joy of playing to SOME players. Some may enjoy it in a short time but MANY may leave because of the burden it created in long term.
3rd, infinite issues with : lag, glitch, bug , hacks and cheat engines. If you want to maintain your playerbase and attract more new players to your game, you have to made it work smoothly. Everyone all hate lag, glitch and bug, it strikes directly to their gaming 's experience and cause frustrating, no one enjoys that. Hacks and cheat engines also share the same effects.
4th, innovations and playstyles: keep rotating over the same events, which are super boring, without any effective innovations also not going to hold player’s feet or attracting new players.
Final one, be responsible and transparent : don’t just implement changes without warnings to your players, inform them, ask for their opinions, ask your game 's community in official website, don’t just getting over some “representative players” chosen by you. Inform to a closed group of people changes without noticing to the rest of community is just the same with: not informing to everyone but just acting on your own will.
It is very easy to implement in multiple of reasons for what they-PGs did, which resulted in losing players: big reasons, small reasons, macro reasons, micro reasons, those are all not worth any pieces to look over. Instead, they should be looking straight on the current situation, come up with any ideas they can think over, get them reviewed by communities and finally implement. Researching to find solutions to overcome, not making excuses for what you did, no matter how horrible it is.