XMReply

2024-12-18 13:40

United Kingdom

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!

YANGGUANGCANLAN999Supplemental Materials

2024-12-14 12:19

Hong Kong China

Supplemental Materials

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.

YANGGUANGCANLAN999Supplemental Materials

2024-12-12 08:02

Hong Kong China

Supplemental Materials

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.

YANGGUANGCANLAN999Start Mediation

2024-12-12 07:50

Hong Kong China

Start Mediation

平台时间2024年12月12日00：04：00时刻，超低点差账户，持单的0.45手GBPNZD由于严重滑点，点差扩大至夸张的490点，瞬间爆仓，希望XM平台官方及时补回我的损失，