2017.11.23 21:29:58.616 '517600': order #35050946 buy stop 0.99 USDCAD at 1.26987 activated at price 1.27294
SEE WHAT THEY TREAT ME
PS. I cannot download their investigation form, sxx of a bitch!
This doesn't make sense at all. You should contact their support. I never had any issues with this broker and have had excellent customer service. Definitely have them look into this trade. Your activation price is 10+ pips higher than the price at that time. The spread on the USDCAD is usually 1 pip.
Now if you look at the 1 min candle that day at 15:30 broker time (8:30 am est time), it was an obvious news announcement and you would have got triggered at the 1st availbable price with any broker on a stop order. That available price at that time was right there at 1.273. Your time says 21:29:58 and if that time in your time zone is 8:29:58 NY time, you got triggered based on the available price at that time. Not trying to sound like a broker but it is true that when news takes place, the spreads widen and slippage is massive. This is true for any broker.
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