I would like to shed light on the situation with USD/LTL. First of all, we restrained opening positions on this currency pair due to one of our liquidity providers' problems. However, clients are allowed to close and modify orders with no limitations.
Second, given the combination of the facts (liquidity provider issues, exotic nature of the pair and very low liquidity) there were frequent errors such as 'Invalid prices' and 'Off quotes' when clients wanted to close orders. The former means there is no price confirmation from LP and the latter means no prices/ticks for a long time. Thus, EXNESS could not provide liquidity and prices better than those on the market.
To solve this issue we have reclosed 4 orders at best prices based on the log files.
Alexander, you restrict opening positions on pair. You are telling us that clients were able to close positions. Thats lie.
Liquidity provider problems + nobody can open position = 0 liquidity = nobody can close position because 0 liquidity.
I probably I have better story how it was. My opinion is:
Exness is MM. Company doesn't want pay for passing position on market. So there are 2 possibilities how positions are handled.
1) between your clients. So somebody selling, somebody buying ... positions are cleared. Spread = profit for Exness
2) exness is playing against customer because they should have division of professional traders to make profit from customer mistakes plus spread.
It looks like Mevo were trading USD/LTL alone in your company or only few clients were trading this. You wont able to match his big positions with your other clients so you started trading against him. But he was right and you loose.
So you decided to cut him down. Disable the pair was your idea. Without notice. Because normal companies when disabling something should send some email like in end of month we disabling the pair. All position should be closed otherwise will be closed auto. Its normal for normal companies but not for Exness. You failed and you made him loose his money.
Result from this:
You should fully compensate him by equity he should earn. In his case that was about 5000e.
And think about money and energy he wasted dealing with you and problem you made. You stopped him from his strategy for 2 weeks or month? What about the money he should earn during that time?
Please next time if you have some 'uncomfortable' client for company you should tell him to leave after he close all his position as he wants. That I can understand and accept. Notice, close, payout, goodbye.
When you making some changes you should inform about this few weeks prior as other brokers and normal companies do by email.
In the end you was responsible for this, you should excuse him and fully compensate him. FULLY by equity.
Normal company should pay him not only his money but bonus also for problems you caused.