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It's no secret that Casual Mode has had a rough launch. We wanted to give you an update on what we're doing to address your concerns.
Short version: We hear you. Later today, we will be shipping a patch to Casual Mode that will remove the penalties for abandoning a game, and allow you to narrow your game mode selections from two modes to a single mode before queuing. Additionally, in the very near future, we will be shipping a more comprehensive Casual Mode patch that will let you select the maps you will be matched into.
We've provided a more detailed breakdown of Casual Mode's issues and how we are addressing your concerns below.
First, and most important, queue times. The queue times you are currently experiencing are a bug, not a feature. It is something we are actively working to correct. Several backend issues appeared post-launch that culminated in long wait times. Removing this issue is our highest priority right now.
Second, abandonment penalties. We had put in a ten-minute cooldown period to encourage players to complete matches. Your feedback has convinced us that it is more important for players to be able to come and go as they please. Today's patch will remove abandonment cooldown penalties from Casual Mode.
Third, user choice. We'd intended to roll out the number of match options available to players incrementally, so as not to overload the matchmaking system with too many variables on Day One. In retrospect, of all the match options to hold back, map selection should not have been one of them. It is the next feature we are adding to Casual Mode, and you will get it very soon.
Fourth, Casual Mode levels. Levels are a cosmetic feature that show how much you've played. They can never be lost, and they do not affect matchmaking. We did a poor job of communicating that Casual Mode Levels are in no way similar to Competitive Mode Ranks (which do affect matchmaking, and can be lost).
Finally, we wanted to note that we value the role the community plays in the development of this game, and do in fact read all the feedback sent to us, as well as through reddit, the forums, streams, and more. We are not always as talkative as we perhaps should be, but we are listening.