Resolved - Exness blew out my account

[astrolabe80]

On July/5th/2016 strange thing happened on pair EUR/USD and made all my open orders were stopped out, i checked the forex calendar there was no big impact news, so i decided to contact Exness and asking about it. They created complaint ticket and put it in feedback inside my trader's cabinet which i can follow.

- The 1st reply was from Shayan Ali. Attached "Shayan Ali".
- On July/7th/2016 i tried to ask the update of my case and on July/8th/2016 the other support replied. Attached "07.07.2016"
- After that i asked if there are any other trader who face the same issue. Attached "Other Trader".
- On July/9th/2016 i asked again because i read on the forum that one trader already received compensation from Exness and why i haven't receive any. On July/11th/2016 the other support replied that " due to technical issue as a condideration, decision has been made to give compensation for the amount of 1784.16 USD has been added to my account. Attached "09.07.2016 & 11.07.2016".
- I see on my "TOTAL IN ACCOUNTS" is still 0.00 as well as on my trading platform, i confirm to the support when did Exness give the compensation because my account still 0.00 and they replied that their specialist will check on it and they will give me the soonest information. I asked for how long should i wait this time and they said wait in the next 3 working days.
- Until i create this thread my case is still under process and they don't tell me until when i should wait...

I hope by creating this thread on this well known website they can speed up the process and give me the proper compensation so i can start trading again. My account is not a big account but money is money.The last attached is my account today July/13/2016 is still 0.00 USD

 

[astrolabe80]

I just sent an invitation to Exness to come and join here

 

[astrolabe80]

* Update

I just received the compensation from Exness. The calculation is Total compensation = 1784.16 USD - Negatif Equity when Stopped Out = - 992.8 Equal to 791.2 USD.

But before i ask FPA to close this thread i want to be sure that this compensation is withdraw able. I will update this thread again as soon as manage to WD

 

[astrolabe80]

* Update
It's been more than 24 Hrs since i tried to WD the compensation yesterday, i contact again Exness regarding this because they asked me to, today they asked me to provide the screenshot of my latest transaction on fasapay, and i requested to wait for another 24 Hrs, it strange to me because usually for instant WD takes only few seconds but not this one..i don't know for the other trader out there who faced the same problem if they succeed to WD from the compensation paid by Exness..

 

[Pharaoh]

Go ahead and invite Exness to drop in to this thread and explain the withdrawal delay.

 

[astrolabe80]

Go ahead and invite Exness to drop in to this thread and explain the withdrawal delay.

I did that yesterday but see on the attached what was the reply

 

[Exness]

Hello, astrolabe80.

Thank you for inviting me to comment here.

I have looked into your request and would like to comment on all points.

First of all, I am grateful that you provided the relevant calculations above. I would just like to say that what we did was compensate the amount of client's money that there was on the account before the issue in question took place. The calculations behind it were based on cancelling the results of the orders that were executed on a non-market price. Needless to say, the compensation is available for withdrawal.

Secondly, as far the withdrawal to Fasapay is concerned, the financial department has reported that the first withdrawal attempt was unsuccessful for technical reasons. As a result, the money has been returned to trading account and you have been kindly asked to request for another withdrawal.

If you have any other questions, please do not hesitate to let me know.

 

[astrolabe80]

Hello, astrolabe80.

Thank you for inviting me to comment here.

I have looked into your request and would like to comment on all points.

First of all, I am grateful that you provided the relevant calculations above. I would just like to say that what we did was compensate the amount of client's money that there was on the account before the issue in question took place. The calculations behind it were based on cancelling the results of the orders that were executed on a non-market price. Needless to say, the compensation is available for withdrawal.

Secondly, as far the withdrawal to Fasapay is concerned, the financial department has reported that the first withdrawal attempt was unsuccessful for technical reasons. As a result, the money has been returned to trading account and you have been kindly asked to request for another withdrawal.

If you have any other questions, please do not hesitate to let me know.

Hi, Thank for your time to come and comment here.

I made another WD about an hour ago and it was succeed within seconds, but when i tried to WD the second one just 2 minutes after the succeed one it still pending ? i chat already with the support and he said the WD is an automatic action, we do not perform it manually. he said that i need to wait up to 24 Hrs and if the my transaction has not been credited i can contact the support again.

Would you mind explaining to me why it happens ? few months ago i made 6 times in a row in one day for WD and all took within seconds including the one i made an hour ago but not the next one. Does the system programmed to pending the WD from my account because of my case or is there any other reason ? i'm not trying to accuse Exness but because it's coincidence all these happen after i have this case.

Look forward for your explanation.

 

[astrolabe80]

Hi, Thank for your time to come and comment here.

I made another WD about an hour ago and it was succeed within seconds, but when i tried to WD the second one just 2 minutes after the succeed one it still pending ? i chat already with the support and he said the WD is an automatic action, we do not perform it manually. he said that i need to wait up to 24 Hrs and if the my transaction has not been credited i can contact the support again.

Would you mind explaining to me why it happens ? few months ago i made 6 times in a row in one day for WD and all took within seconds including the one i made an hour ago but not the next one. Does the system programmed to pending the WD from my account because of my case or is there any other reason ? i'm not trying to accuse Exness but because it's coincidence all these happen after i have this case.

Look forward for your explanation.

I just received my second WD on my fasapay account. Might be the system had been busy, hence it takes time to proccess

 

[astrolabe80]

I've managed to WD the 3rd time.
FPA please mark this thread as RESOLVED and thank you for letting me to make this thread for my complaint against Exness and Thank you also for the Exness Rep for your comment.