You should have an English version of the letter please. Especially if you will be submitting complaint to regulator or a forum like FPA, you should have English version. You are trying to receive help [for free], but you are making it difficult for them to help.
The broker ultimately has the log files. The client side may have logs as well, but the broker side have all the logs for all of their clients already. They are the ones that maintain the trading servers for Christ's sake.
I agree that minor changes like [] vs () is trivial to the larger problem of poor execution or balance removal. But you should just attach the log as a screenshot or as a text file vs copying it into a program that cannot accept certain characters.
Always find a way to quickly save and backup (dropbox, idrive, etc) any important files (screenshots, video recordings, log files, etc.)
The best thing to do is to record the screen with the chart and journal tab visible (showing 6+ lines if possible). This is not required, but helps against particularly scammy brokers such as XM:
You used a mobile device for some or all of the transactions, which would be more difficult to record. You have witnesses just a small part of what scam brokers can do:
- refuse to execute order
- add artificial delay to order (usually to prevent execution at favorable price)
- slip winning orders/instantly execute losing orders (asymmetric slippage).
- Delay or refuse legitimate withdrawals.
And I suppose you didn't check to see if they were actually onboarding you from their UK office. (assuming they have real operations there). They may advertise they have UK office/regulation, but your account was likely onboarded through their Cyprus office where regulation is quite lax.
Reputable broker can give you a full trace of how an order was handled from the order send request to when it comes back from the liquidity provider(s) and the final result. We're talking 0-400 milliseconds here (and < 20 milliseconds if you are co-located at trading server). It's like mailing a physical package with a tracking number. From the moment it is picked up to the moment it is delivered, each exchange point is recorded.
But if 90% of traders lose, and many of these broker owners come from a gaming/casino background, who needs to actually provide bonafide brokerage service?
The best you can hope for is some justice from FPA traders court case (which you must
file separately here). But you need to do a better job of organizing your proof and keeping records. You should at least have daily confirmation or monthly statements sent to your email. Any trades that you know or suspect you have a problem with, immediately preserve all proofs related to those trades. The desktop app makes this easier to do as there are dedicated journal logs. You can also run applications that help automate some more of this process.