I'm not a game dev, but an app dev and (back in the day) a bulletin board mod for a talk show.
And have been on the receiving end, including being called a Nazi in a newspaper for banning "free debate and discussion".
(ie: overt racism, sexism and deeply unpleasant jokes about cancer,amongst other things. Then again, if they didn't want that reported back to their boss, they should have taken note that we displayed their origin server address to them when they posted, which had the name of their newsroom on it).
...ahem.
There are fine lines between fan appreciation, enthusiasm, participation, expectation, entitlement, activism and hate.
Some people step over them now and then and can be gently nudged back where you need them.
Some people bulldoze them.
And some people are just trolls.
Not taking this stuff personally is damn hard, especially when (a) you're not actually paid to deal with this stuff and (b) they think, say, and occasionally make legal claims that "the fans created this more than you did".
I set the rules for the sandbox. They play in it. Without people playing, it doesn't work: when the kids play rough, it doesn't work either.
And when they whine, I get a headache, and consider whether having these kids play in my back garden is what I want to be doing.
(Though yelling GET OFF MY DAMN VIRTUAL LAWN tends to produce negative responses too...)