EXNESS
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Server Slippage does not execute stop-loss orders 5700 USD Losses
I have using Exness for last one year & My Account Number is: 61048890.
On April/12 /2023 the active positions were 12.93 lots buy and 13.03 lots sell on XAUUSD.
The buy order's Take profit price was 2015 and the sell order's stop loss price was 2012 that i was set.
but the order execution was Take profit booked firstly and the stop loss price is not executed at price. because of that i lost my entire account balance 5700USD . After that i asked about the issue through Exness live chat and they said to me that they will take this as a compliant on wrong order execution. The Case number is 08490813.
10 days later i got a message through mail about my compliant and the message was " because of high impact news and higher volatile the order is executed properly with the terms of slipage artical( link shared through mail) " . the artical says if there is price gap the slippage will occur. so i checked the officel tik data of Exness there is no price Gap and slipage at the time of my order Execution. Further i checked the order execution time with tikdata deeply my stop loss order is not executed till 31 seconds. with this all the proof of order details i made a return compliant about the issue and receive a message from Exness teem that" our specialists working on that with high priority" . After my 40 days of waiting i got a mail from Exness specialist teem that " they close the case with five days before event " State Non Farm Payrolls and united states Unemployment Rate" . they closed the case with wrong event which happens 5 days before. I have all the proof documents and video record for this issue. still i'm waiting for my issue to resolve.
We apologize for the inconvenience experienced. Please note that we are in the process of investigating the matter. A member of our team will be in touch soon with an updated response.
If you have any other questions or hesitations, we remain at your disposal.
Thank you
The Exness Team
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