Z tactically maintains a web-like trap in the internet. As a total noob if somebody is planning to open a Demat and does a Google search, very likely that person will land up to a webpage showing Z as the best in India. So, without any second thought that person opens up an account with Z. That newbie is very optimistic and unaware of the reality. They think, they have discovered a money minting machine - if they do this along with that (courtesy YouTube videos), they would be printing money like nobody else. However, the reality has different plans. The brain receives narcotic antidotes which makes them addictive. So, even if they lose money, hope and the zeal to overcome despair forces them to trade, trade and trade.
After this every now and then, often on the volatile days, the mayhem occurs wherein Z's OMS/platform fails. By the way, mark while that person realizes all this, several months have passed by. That trader has already generated sufficient amount of revenue for the House. Now whether that buddy stays with Z or leaves - does not matter. That is the exact reason for the heaven-hell difference between the Customer Service you receive before opening an account and the service you receive afterwards ideally when you require it the most.
A very minuscule section of our population participates in trading (even worse considers it legit). That's the tragedy which leaves new masses to realize all this. As a part of their business plan, Z targets these new uninitiated fireflies. So, there are always new lots of newbies ready to try out their luck and ultimately get slaughtered.
In addition to what I wrote above, Z also have a proprietary trading desk which generates tons of margin at times by taking positions against their clients. That's why their connection flaps on an useful volatile day and their OMS along with their platform gets fvcked up! Nithin, Nikhil and Co. are too smart for the regulators to even trace the slightest of their shrewdness. While they receive Young-turt awards, clients are forced to generate revenue at all circumstance and at all cost.
To further add, Z also partners with other vendors and generate income from their products - Sensibull, Coin, Smallcase, etc. I wonder if they would have concentrated on their existing platforms, wouldn't they have built something stable by now? But why would they? Trapping and sucking is always better than toiling and serving. Isn't it?