XMReply

2022-12-19 09:10

United Kingdom

Reply

Dear customer, first of all, thank you for choosing and supporting XM. With respect to your complaint about the order number #762022203 of XM MT4/MT5 account 62797127, we have conducted a detailed investigation immediately and made the replies as follows: first, XM is an A-book broker, so all the orders of customers are traded at the market price. You went short for 1 standard lot of gold, setting the stop loss price at the level of 1806. And the order was closed at the stop loss price of 1805.07 at 15:30, December 9, 2022 according to the platform time. You placed a short order which is closed at a buying price. But the K lines shows the selling price, which plus the spreads equals the buying price. After an investigation, we confirm that many significant data released at 15:30 on that day (PPI November and annual rate, etc.), brought about market oscillation and order price gap. Because the market quotation does not fluctuate bip by bip, the system will give an order to close positon when the market price reaches the stop loss price you set. However, the market price rapidly going up or down resulted in the discrepancy between the point where your order was closed and that you set. It was caused by uncontrollable market change rather than human. We hope you could understand. Finally, thank you again for your understanding and support. If you have any questions, please feel free to visit XM official website https://www.x1market.net/cn/, and click into the Online Service in the upper right corner of the page for help. XM provides 24 hours online customer service support from Monday to Friday, and is pleased to serve you. Have a good day.

WANGHUAYANGSupplemental Materials

2022-12-09 22:12

Hong Kong

Supplemental Materials

One screenshot shows the highest price of gold of that day, and another one presents two trading, with one being closed at the stop loss price of 1801.93, losing 314, and the other one profiting 961.

WANGHUAYANGSupplemental Materials

2022-12-09 22:10

Hong Kong

Supplemental Materials

One screenshot shows the highest price of gold of that day, and another one presents two orders traded at the same time, with one being closed for stopping loss at the price of 1801.93 and the other one making a profit of 961.

WANGHUAYANGStart Mediation

2022-12-09 22:03

Hong Kong

Start Mediation

I sold one lot at 1801.93, and the stop loss price I set was 1806. The highest price at that time was 1804.34. It actually helped me stop the loss at 1805.07, and I lost $314. At the same time, there was another hand that was sold almost at the same time. The loss was set at 1808, and I didn’t stop the loss for me. In the end, I made a profit of 961. This time, there was serious slippage. Is such a big platform a joke? Please see the screenshot, there is no lie in the above. The XM platform compensated me for a loss of 314 US dollars + 1000 US dollars.