XMReply

2022-06-17 10:42

United Kingdom

Reply

Dear customer, first of all, thank you for choosing XM and for your support to us. Your XM MT4/MT5 account is 61954462 and you made a complaint against 6 orders of trading US100Cash that positions were not closed when the stop loss price was triggered. In terms of the complaint, we have reported it to the relevant department at the first time for further investigation and got the following replies: after checking, there were a gap in the market about the 6 orders of US100Cash. After the US100Cash market opened at 01:05, June 13th, the market price did not trigger the stop loss price you set. But according platform's execution policy in vacation, if there is a price gap from market closing to next market opening, the orders will be executed at the first valid price after market opens. Therefore, your positions were closed according to the above policy. You can check the execution policy during vacation and weekend for more details on the website, https://www.x1m1.international/cn/execution-policy. In addition to the explanation above, if you still need further help, please feel free to visit the official website of XM, https://www.x1m1.international/cn/, and click the Online Customer Service at the upper right corner of the page. XM provides 24 hours online customer service support from Monday to Friday, and we are very pleased to serve you.

FX2701597692Start Mediation

2022-06-14 22:33

Hong Kong China

Start Mediation

Do not close the position when it reaches stop loss position, and exceed 89 pips as result.