XMReply

2025-02-12 13:53

Cyprus

Reply

Dear Valued Client, Thank you for choosing XM and for your continued support! Regarding your inquiries about account 10131082, complaint numbers: #120018121, #120018330. We promptly escalated your complaints to the relevant departments for a detailed investigation and provide the following response: Firstly, XM operates on a straight-through processing (STP) model, meaning all client orders are executed at prevailing market prices. Your two trades of 15.1 lots of GOLDm# were stopped out by the system at platform time 02:06 on February 3, 2025, due to reaching your set stop-loss price. Secondly, for short (sell) orders, opening positions are based on the sell price, and closing positions are based on the buy price. The candlestick chart displays the sell price. To determine the actual buy price, you need to add the spread at that time. XM's spreads are floating and fluctuate in real-time according to market conditions. Therefore, the actual stop-loss execution price is based on the real-time buy price (sell price + spread). Upon verification, near the early morning hours, low trading volume caused the spread to widen. The GOLDm# buy price (sell price + spread) did indeed reach your set stop-loss price, which is why the system executed the stop-loss order. Finally, thank you again for your understanding and support of XM! Should you have any further questions, please feel free to contact customer support by visiting the official XM website at https://www.xmcnmarket.tech/cn/ and clicking on the blue question mark icon in the bottom right corner. XM provides 24-hour online customer support from Monday to Friday, and we are always happy to assist you. Best regards.

FX1327782886Appendix

2025-02-06 21:50

Hong Kong China

Appendix

I incurred losses on my two positions at 2795.5, where I had set a stop-loss at 2797.5. Due to slippage, my stop-loss was executed, which helped mitigate my losses.

FX1327782886Start Mediation

2025-02-06 21:48

Hong Kong China

Start Mediation

The platform slippage is severe, at 2795.5 it cost me my stop loss at 2797.5, the slippage is too severe