Exness Account Stop Out

bilalkhagga

Recruit
Messages
5
Exness is not responding

This is bilal khagga. We maintain a trading company called NTC.
It's been six months since we link with the broker Exness with a deposit of over 60k$ and working in an adorable way besides over the last month.
As the funds reach 90k$ and equity decrease gradually to 2k$, we managed to hedge the account.
As we plan to add more funds to maintain our account equity but before this on 9th November Account Stop out and lost all the funds.

We checked all the detail in a manner of spread and equity but nothing goes in the wrong way to stop out the account.
We Contact Mr. Roop Chand our Exness Account Assistant and as asked by him further contacted Exness Support for the matter to resolve and return all funds so we continue to maintain our era.
But after all the detail given and maintain patience over 1 month.
Nobody is responding properly and support is not replying at all.

Please inform if anything missing to explain in the thread

Detail of Account and some important screenshot attached
Account number: 4120492
Case number: 06879203


WhatsApp Image 2020-11-09 at 8.47.41 PM.jpegWhatsApp Image 2020-11-09 at 11.05.01 PM.jpegWhatsApp Image 2020-11-10 at 3.59.21 PM.jpegWhatsApp Image 2020-11-16 at 3.13.50 PM.jpegWhatsApp Image 2020-12-02 at 4.38.14 PM.jpeg
 

FxMaster

Lt. Colonel
Messages
9,712
Exness is not responding

This is bilal khagga. We maintain a trading company called NTC.
It's been six months since we link with the broker Exness with a deposit of over 60k$ and working in an adorable way besides over the last month.
As the funds reach 90k$ and equity decrease gradually to 2k$, we managed to hedge the account.
As we plan to add more funds to maintain our account equity but before this on 9th November Account Stop out and lost all the funds.

We checked all the detail in a manner of spread and equity but nothing goes in the wrong way to stop out the account.
We Contact Mr. Roop Chand our Exness Account Assistant and as asked by him further contacted Exness Support for the matter to resolve and return all funds so we continue to maintain our era.
But after all the detail given and maintain patience over 1 month.
Nobody is responding properly and support is not replying at all.

Please inform if anything missing to explain in the thread

Detail of Account and some important screenshot attached
Account number: 4120492
Case number: 06879203


View attachment 60056View attachment 60057View attachment 60058View attachment 60059View attachment 60060

@Alberto Frattin. Can we have your attention, please?
 

4evermaat

2nd Lieutenant
Messages
2,014
@bilalkhagga

1) where are you located (resident)?

2) could you attach the log files here? (log files.rar). If it is larger than 1MB, please use dropbox/google drive/etc and paste share-able link here.

also, can you generate account statement from desktop app? look for tutorial here: https://www.forexpeacearmy.com/comm...ccount-trade-history-statements-part-1.63543/

3) Why would you deposit $60k USD with a brokerage that has a business model designed to profit off of client deposits?

4) did you leave a review yet? https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers?&per-page=50
 

bilalkhagga

Recruit
Messages
5
@bilalkhagga

1) where are you located (resident)?

2) could you attach the log files here? (log files.rar). If it is larger than 1MB, please use dropbox/google drive/etc and paste share-able link here.

also, can you generate account statement from desktop app? look for tutorial here: https://www.forexpeacearmy.com/comm...ccount-trade-history-statements-part-1.63543/

3) Why would you deposit $60k USD with a brokerage that has a business model designed to profit off of client deposits?

4) did you leave a review yet? https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers?&per-page=50
Dear @4evermaat
I am a resident of Pakistan.
Log files are attached hereunder.

3) Need Good suggestions for future investment
4) Review Added.
 

bilalkhagga

Recruit
Messages
5
So here is the final reply from Exness Support After a month of Review.


We have carefully reviewed the execution of a group of positions on account 4120492, and would like to inform you of the result.

The orders in question were opened till 15:45 GMT+0, Nov, 09. Please be informed that trading server Exness-MT5Real was working without issue as many other clients were connected to it and could successfully open, modify, and close trading positions during the aforementioned period of time.

Taking into account the provided log-file of your MetaTrader 5, we assume, that you have experienced several disconnection issues due to the poor quality of the Internet connection. Please be informed that Wi-Fi or wired Internet is generally considered to be the most reliable, whereas mobile Internet (4G, 3G, edge) is regarded as comparatively less reliable.

Our technical team has reviewed the logs file, and we were able to confirm that the platform was disconnected before the stop out occurred. Below are the fragments from the log file history:


Network: '4120492': disconnected from Exness-MT5Real

The decision is based on clauses 1.1, 1.3, and 1.4 of Exness Client agreement (Part C) : (https://www.exness.com/cdn/media/nymstarLimited/nymstar_limited_client_agreement.pdf), whose conditions have been accepted by every client upon creating an account with Exness:

1.1 The Client is solely responsible for providing and maintaining the compatible equipment necessary to access and use the Trading Platform, which includes at least a personal computer, Internet access by any means and telephone, or another access line. Access to the Internet is an essential feature and the Client shall be solely responsible for any fees necessary in order to connect to the Internet.

1.3 The Company will not be liable to the Client should his computer system fail, damage, destroy, and/or format his records and data. Furthermore, if the Client incurs delays and any other form of data integrity problems that are a result of his hardware configuration or mismanagement, the Company shall not be liable.

1.4 The Company will not be liable for any such disruptions or delays or problems in any communication experienced by the Client when using the Trading Platform.

Furthermore, at 15:45:29 GMT+0, the XAUUSDm Bid price at 1855.534 created the state of stop-out at the trading account as the account equity turned negative at this price level. As a result, the trading server performed the immediate forcible closure of trades.

Following the first forcible closure, the server verifies whether the margin requirement at the trading account is observed. If it is not, the server carries on closing other open positions until a 'full hedge' or the Margin Level recovery back to over 0%. As a result, all remaining positions were closed by stop-out as well.

Please refer to Exness General business terms (https://www.exness.com/cdn/media/nymstarLimited/nymstar_limited_general_business_terms.pdf) (clause 2.5 (a)):

The company has the right to forcibly close the Client's positions if the Stop Out level of margin is reached or there is negative Equity.

Read it Carefully FPA

Please refer to the Exness Client agreement, Part D, 3.8 (https://www.exness.com/cdn/media/nymstarLimited/nymstar_limited_client_agreement.pdf): The Margin requirements applicable to the different currency pairs can be found in the Contract Specifications section on the Website at https://www.exness.com/forex/specifications/. If at any time the Equity falls below a certain percentage of the Necessary Margin, specified in the Contract Specifications section on the Website, the Company has the right to close any or all of the Client’s Open Positions without the Client’s consent or any prior Written Notice to him.


Taking everything into consideration, we confirm that position in question was closed by stop-out correctly.

If you have any further questions, please do not hesitate to contact us.
 
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