Zula Hitbox and Bullet Registration Failures Ruin Competitive Gameplay

In the Turkish-made game Zula, which we have enjoyed playing for years and invested significant time and money into, severe and technically unacceptable chronic infrastructure issues have recently ruined the gameplay experience. Although the company previously claimed, "We fixed the hitbox system," and promised improvements through test videos shared with clan leaders, optimization has gotten worse rather than showing any improvement. The concrete evidence and in-game technical metrics of my grievance are as follows:

Recorded Severe Hitbox and Bullet No-Registration (No-Reg) Issue:
During a match I recorded and shared on YouTube, I fired 22 bullets directly at an enemy player, and my crosshair turned red 5 distinct times over the opponent, yet not a single bullet registered any damage. Even though the game's own "red crosshair" mechanic confirmed hits on the client side, the server completely ignored the damage.

Blaming the User Despite Flawless Connection Metrics:
During the play in question and throughout the match, my technical metrics were as follows:

Ping: Stable at 30 ms (ideal for an FPS game)

Frame Rate: Around 110 FPS (smooth and error-free rendering)

Connection Type: Wired Ethernet (zero packet loss, high stability)

Although I fulfilled all my obligations regarding hardware and network infrastructure as a player, the Zula support team—instead of investigating the issue—resorted to canned responses and blamed my internet connection.

Other Unresolved Chronic Issues:
Hitbox errors are not the only problem in the game. Structural issues complained about by the entire community continue to pile up, including:

Frequent server-side disconnects and sudden crashes,

A growing, unchecked influx of cheaters,

Erroneous and unfair automated account bans,

Unbalanced competitive matchmaking and a refusal to refund lost rating points.

To the Attention of the Zula Support Team (No Canned Responses):
I have already created support ticket #382025 regarding this matter through the Zula Support System. I will not accept canned, automated replies under this complaint telling me to "send a ticket via this link." My open ticket remains active in the system.

I demand that the management of Zula, Madbyte Games, and Lokum Games forward my video evidence in ticket #382025 directly to the Software Development and Network Infrastructure Team (QA & Network Developer) rather than sending an automated response, provide me with a technical report regarding the server-side bullet registration issue, and permanently resolve these grievances. Otherwise, I will continue to inform the community and highlight this support approach across all platforms.