It's understandable that when there is an issue if an official explains what's happening and tries to reassure the users, the reply is usually taken with great disbelief.

But what I said is true - We are going to work on bringing improvements to the high-level experience in the game. And I think that the past year is a good example of how much the developers care for their work. Top Eleven has received numerous updates especially in the last few months and each has brought a new feature to the game!
The fact that new users are joining the game each day doesn't mean that we don't want to retain our veterans. They are the backbone of the community, be it for Top Eleven or for any other game. (And I am saying this as a player who is a part of quite few game communities!)
But please also understand that updates take time. Yes you wan't immediate changes but the game is complicated and everything new that is to be added or anything old that has to be adjusted takes a certain amount of development time. Things have to be thought through, tested, adjusted and only then implemented.
Again, I usher everyone to recall the work that was put in to the game in 2016. An online game such as Top Eleven is bound to continue it's development and constant gradation in the future. Don't despair!
P.S. I just wanted to add that I definitely get you guys! I have exactly 4 accounts (I create a new one every once in a while to keep track of the various stages of the game), the oldest one is in the 50s and I have experienced the "didn't level up" moment a few times now.