9279Start Mediation

2026-02-11 17:21

Hong Kong China

Start Mediation

On the Exness platform, during high volatility, there are times when you can't hedge or close positions. I've encountered this twice. The first time, the position was small, so I didn't pursue it. The second time was on 2026.1.29. I had entered a long position. When the loss wasn't significant, I tried to hedge but couldn't; it prompted 'quotes closed'. Attempting to close the position got no response. At different times, I tried several times, each with the same prompt. The platform says that large market fluctuations can cause such situations. Their implication is that there's absolutely no problem with the platform, so they won't compensate me. This is how I understand their meaning: during high volatility, not allowing us to close or hedge positions is their platform's standard procedure and is normal. Every time you trade, you should ask them in advance if they allow hedging or closing. Even with futures matching and execution, with small order sizes, hedging and closing should still be possible; if it doesn't work once, try several times and it definitely will. The most important issue is the platform's attitude. Their problem is no longer just about not allowing closing or hedging; it's that during high volatility, if you're right, it's fine, but if you're wrong, you just have to wait to get liquidated. What kind of behavior is that? Even with tens of thousands of dollars, they act like this. I'm reminding everyone to be careful with this platform. Fund safety is one aspect, but whether the platform can play fair is even more crucial. The images below are my chat records with customer service and the email reply they sent me during my appeal.