All in all, I received this as an answer from
support@esplanade-ms.com
the original text and its translation in English:
"Здравствуйте.
Мы сожалеем о том, что у Вас сложилась подобная ситуация.
Ваша сделка закрылась по SL, так как не был учтен спред. В данном случае цена дошла до цены Ask и закрыла ордер. Исходя из этого мы не можем вернуть вам средства, согласно пункту 5.1 клиентского соглашения между Esplanade Market Solutions Ltd и клиентом. Дублируем сюда текст данного пункта: "
When trading on margin, a comparatively inconsiderable change of course can result in a significant profit or loss. If the market conditions are unfavorable for the Customer, the Customer may lose all of the funds in its account. The Customer is responsible for the use of its financial resources, the chosen trading strategy, and shall take into account all the risks associated with the leverage".
Сделка не могла закрыться в результате сбоя работы сервера или провайдера котировок. Подтверждением тому является внутренняя проверка Вашей сделки и отсутствие жалоб от других клиентов.
Пожалуйста, дайте знать, если у Вас еще остались к нам вопросы."
-----------------------
"Hello.
We are sorry that you got in a situation like that.
Your order was closed with a stop loss because you had not taken spread into account. In this case, the price reached the Ask price and closed the order. On that basis we cannot give you a refund according to paragraph 5.1 of the client agreement between Esplanade Market Solutions Ltd and a client. Here is the quote of this paragraph: "
When trading on margin, a comparatively inconsiderable change of course can result in a significant profit or loss. If the market conditions are unfavorable for the Customer, the Customer may lose all of the funds in its account. The Customer is responsible for the use of its financial resources, the chosen trading strategy, and shall take into account all the risks associated with the leverage".
The order could not be closed because of a server failure or a quote provider. A confirmation of this is the results of an internal verification of your order and the absence of complaints from other customers.
Let us know, please, if you have any questions left."