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You're probably in the minority if you think that. It's a different culture than this forum, yes, but it's not any more or less toxic.
It also seems to me as if r/maplestory is just as active as these forums, and it would be completely ridiculous for a CM to ignore such a large portion of the community. The devs stay far away from it because the devs hardly interact with the community period. I hardly see devs on the forums either.
I suspect it's been there in the previous forums, too. I certainly remember Hime telling people who asked for her help that she could do nothing and they should log a ticket (and this was at the time when tickets never got answered). The line isn't there to forbid the CM from helping people, it's to prevent people from asking for help on personal issues.
People only speculate this because it was the last action he did.
All we can do is look to the future and hope the next CM is also lovely.
The NX I've gotten before was won through Mabinogi forum contests.
And it might not even be bugged by then.
I feel that he will be deeply missed, and whoever replaces him has some pretty big shoes to fill.