I made a try and send a ticket with complain and also with a video .... the answer
GM Kairun March 06, 2019 18:32
In order to investigate further, we need some more information from you. Please provide us with as much information as possible from the below:
Date of the issue
Time of the incident (PST/CST/EST/GMT)
Any other information you think may help
We’ll be happy to further investigate this issue for you once we receive this information.
Also, please note that Soulshots may vary on the type of item you are using to work just like your Souls