YANGGUANGCANLAN999
Severe Slippage
compensation
$150(USD)
36 day 5 hour
WikiFX Mediation CenterAutomatic completion after timeout
Hong Kong30 calendar days elapsed after the broker’s last response. Without user follow-up, the ticket auto-updated to Resolved. Resubmit feedback if you dispute the result.
XMReply
Reply
Dear Valued Customer, First of all, thank you for choosing XM and for your support! Your XM MT4/MT5 account number is 10150559, and the complaint order numbers are #119131942, #119098167, #119098884. Regarding your complaint, we conducted a detailed investigation and would like to provide the following response: Firstly, XM operates on a market execution model, and all client orders are executed at market prices. We noticed that you traded a total of 0.45 lots of GBPNZD, with the order placed on the platform at 00:04 on December 12, 2024. Due to insufficient margin, the position was liquidated. Secondly, your order was liquidated during the early morning hours of the platform time when trading volume was low, which caused the spreads to widen and the losses to increase, resulting in your margin level dropping to 20%, leading to the liquidation (Margin Level = Equity / Used Margin * 100%). Finally, we would like to thank you once again for your understanding and support of XM! If you have any questions, please feel free to contact us by visiting the XM official website at https://www.xmcnmarket.net/cn/ and clicking on the blue question mark icon in the bottom right corner to reach customer service. XM provides 24/5 online customer support, and we are always happy to assist you. Thank you!
YANGGUANGCANLAN999Appendix
Hong KongAppendix
Based on my predicted trend, I have already made a profit of approximately $200. The balance before liquidation was $328, so I request that the compensation amount be adjusted to $500.
YANGGUANGCANLAN999Appendix
Hong KongAppendix
The red line represents the K-line price at that time, while the blue line indicates the liquidation price, with a difference of 490 points.
WikiFX Overseas Customer ServiceContact Broker
Hong KongContact Broker
WikiFX Mediation CenterVerified
Hong KongVerified
YANGGUANGCANLAN999Start Mediation
Hong KongStart Mediation
At platform time 2024-12-12 00:04:00, in the ultra-low spread account, the 0.45 lot GBPNZD position, due to severe slippage, the spread expanded to an exaggerated 490 pips, instantly triggering a margin call. I hope XM platform officially compensates my loss,
Statement：
2. Unauthorized reprints of cases in this platform are prohibited. Offenders will be pursued their legal obligations
