ExnessReply

2023-03-17 09:07

Cyprus

Reply

We have reviewed the trading in your account again. According to the review, we decide to cancel your swap exemption level because of the suspicious operation in your account. The decision will be reevaluated in accordance with the review of your later trading. Meanwhile, it is worth noting that swap exemption trading is available for the products in the list of standard swap exemption. Please note that as per Part E, Article 5 Paragraph 11 of Exness customer agreement, every customer agrees to accept the conditions when registering Exness account, (https://www.exness.com/cdn/media/nymstarLimited/nymstar_limited_client_agreement.pdf). So Exness has the right to cancel, amend, and terminate customer's qualification for the swap exemption and/or swap exemption level without any notification in advance, and bears no responsibility or obligation for the action. Taking all factors into consideration, we have decided to keep the original result of the related positions. Please feel free to contact us, if you have any questions about the order execution.

FX2119816742Supplemental Materials

2023-03-07 13:48

Hong Kong China

Supplemental Materials

Platform EX rejected my compensation requirement for suspicious operation, which is not reasonable.

FX2119816742Start Mediation

2023-02-26 07:12

Hong Kong China

Start Mediation

On February 15, 2023, I opened 17 gold long orders on the EXNESS platform 19112947 bare spot account. The order numbers were 64823380, 64823425, 64823463, 64823464, 64823859, 64823960, 64824389, 64827187, 64827207, 75 64827759, 64827835, 64827868, 64828085, 64828061, 64828068, all orders were closed on February 15, 2023. At that time, the account’s overnight interest exemption level was advanced (Figure 1), but the overnight interest on gold long orders was deducted (Figure 2). I had a conversation with customer service on February 16. The customer service replied that my level at that time was advanced, which was free of overnight interest (Figure 3). On February 17, the platform notified me by email for the first time that the overnight interest exemption level was lowered to "standard" (Figure 4). According to the regulations, the orders made before the EXNESS platform have not notified the customer that the overnight interest exemption level is adjusted to the standard should enjoy the overnight interest-free treatment, and the wrongly deducted overnight interest should be refunded to me. At present, the relevant comrades on the platform do not answer my appeal directly, and only send a notice to adjust the overnight interest instead of my appeal. I started my complaint on February 16th, and 10 days passed without any result. The occurrence of this kind of incident shows that the platform does not follow the regulations and can deduct funds from customer accounts at will. In the future, there may also be the possibility of not withdrawing funds at will. This kind of incident will make customers feel insecure. I hope your company can help me check and urge the EXNESS platform to return the $447 to me as soon as possible. Thank you very much for your platform. You have worked hard!