Problem exness server down and I lost money because I couldn't control orders

[joker forex]

The problem is as follows: I opened deals with large trading volumes, scalping, and the company stopped the server from working, and I lost control of the orders , and I spoke to support and told them that the server was down and I wanted to close the orders. I spoke to support several times and asked them to compensate me for the damage that happened to me, and every time they refused to compensate even though it was their fault Knowing that I trade in the elite level Premier And they manipulated me like this Beware everyone from trading with this company The trading environment is not safe and there is no compensation for the resulting damages


trading acc 19092516

 

[FxMaster]

The problem is as follows: I opened deals with large trading volumes, scalping, and the company stopped the server from working, and I lost control of the orders , and I spoke to support and told them that the server was down and I wanted to close the orders. I spoke to support several times and asked them to compensate me for the damage that happened to me, and every time they refused to compensate even though it was their fault Knowing that I trade in the elite level Premier And they manipulated me like this Beware everyone from trading with this company The trading environment is not safe and there is no compensation for the resulting damages


trading acc 19092516

@ExnessOfficial, Can we have your attention here, please?

 

[joker forex]

@ExnessOfficial, Can we have your attention here, please?

They stole my $41,000 wallet this way

 

[4evermaat]

Can you upload a trading statement please?

preserve mt4/mt5 account trade history statements part 1...

Estimated read time: 12-15 min. Estimated money and stress savings: your original deposits + profits - withdrawals. One of the most important pieces of evidence to maintain is the full account trade history. This history includes rows of trades such that each row has the order/ticket...

www.forexpeacearmy.com

 

[joker forex]

Can you upload a trading statement please?

preserve mt4/mt5 account trade history statements part 1...

Estimated read time: 12-15 min. Estimated money and stress savings: your original deposits + profits - withdrawals. One of the most important pieces of evidence to maintain is the full account trade history. This history includes rows of trades such that each row has the order/ticket...

www.forexpeacearmy.com

This is what they said to stop the server from working

====================================
عزيزي السيد محمد

شكراً لكم لتواصلكم مع اكسنس

بالنسبة لإستفساركم

يرجي العلم أنه كانت هناك مشكلة في الخادم من 07:22 GMT + 0 حتى 07:41 GMT + 0 في 3 أبريل 2023.

يرجي العلم أنه قد تمكنتم من فتح / تعديل / إغلاق المراكز بعد الساعة 07:41 بتوقيت جرينتش + 0

هذا يعني أنكم كن قادرًا على إدارة التداولات حتى إغلاق المراكز عن طريق الإيقاف في الساعة 14:02:14 بتوقيت جرينتش + 0 (6 ساعات) بعد الإصدار

نعتذر منكم علي الإزعاج المتسبب من هذا الخطأ ، ولكن تم اتخاذ القرار بعدم وجود فرصة للتعويض

إن كان لديكم أية استفسارات أخرى، لا تترددوا في التواصل معنا

و سنكون سعيدين لمساعدتكم
شكراً لكم
===========================================

The reason for stopping the server from working when it returned to service was that there was a big reflection, which forced me to continue

I told them the server was down and that I wanted to close the trades when the server was down but when it came back I opened the pair on a reversal I had to go on and deposit another 3000 into the account but in the end I lost the entire account because of this scheme

 

[FxMaster]

Few steps that you must follow to draw their attention to your issue,
Follow the suggested steps below:

If you deposited your money via credit card then contact the credit card customer care asap and ask them to file a chargeback.
Go to their website and invite them to here via Live Chat
Invite them to join this thread via email (Send an email to every possible address).

You will find their email and address here https://www.exness.com/contacts/

Also, Share your story as a review https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers

You can also share your story on their social media pages mentioned below:

Exness

Exness, Limassol, Cyprus. 1,827,994 likes · 151,237 talking about this. The page is operated by Exness. The Exness Group is an international award-winning broker.

www.facebook.com

https://twitter.com/exness

Exness (@exness) • Instagram photos and videos

146K Followers, 51 Following, 858 Posts - See Instagram photos and videos from Exness (@exness)

www.instagram.com

https://www.linkedin.com/company/exness/

https://www.youtube.com/user/EXNESSchannel

 

[NatureGirl]

R they regulated or not? cause that will be a game changing fact

 

[joker forex]

Few steps that you must follow to draw their attention to your issue,
Follow the suggested steps below:

If you deposited your money via credit card then contact the credit card customer care asap and ask them to file a chargeback.
Go to their website and invite them to here via Live Chat
Invite them to join this thread via email (Send an email to every possible address).

You will find their email and address here https://www.exness.com/contacts/

Also, Share your story as a review https://www.forexpeacearmy.com/forex-reviews/5828/exness-forex-brokers

You can also share your story on their social media pages mentioned below:

Exness

Exness, Limassol, Cyprus. 1,827,994 likes · 151,237 talking about this. The page is operated by Exness. The Exness Group is an international award-winning broker.

www.facebook.com

https://twitter.com/exness

Exness (@exness) • Instagram photos and videos

146K Followers, 51 Following, 858 Posts - See Instagram photos and videos from Exness (@exness)

www.instagram.com

https://www.linkedin.com/company/exness/

https://www.youtube.com/user/EXNESSchannel

I sent them via chat and they did not answer here

 

[FxMaster]

I sent them via chat and they did not answer here

Did you leave a review yet?

 

[4evermaat]

but when it came back I opened the pair on a reversal I had to go on and deposit another 3000 into the account....

Let me make sure i have this timeline correct.
-> Your trades go into profit.
-> The server is suddenly disconnected in mt4/mt5/etc, preventing anymore trade operations.
-> you attempt to contact company live chat support to close positions, but they are unable to help you.
-> trade server mysteriously reconnects, but at this point trades are in loss.
-> you deposit an extra $3k USD into your account to continue holding onto losing trades, which ultimately was lost anyway.


I need some times here. Can you please upload platform journal logs? This contains all the communication operations between platform and the broker's server.

I need the day before, day of error, and day after. If you are not sure, just zip the whole logs folder and upload it here.

Edit: English translation of Exness response.

Dear Mr. Mohamed

Thank you for contacting Exness

For your inquiry

Please be informed that there was a problem with the server from 07:22 GMT+0 until 07:41 GMT+0 on April 3, 2023.

Please note that you have been able to open/modify/close positions after 07:41 GMT+0

This means that you will be able to manage trades until positions are closed by being stopped out at 14:02:14 GMT+0 (6 hours) after the release.

We apologize for the inconvenience caused by this error, but it has been decided that there is no opportunity for compensation

If you have any other inquiries, do not hesitate to contact us

And we will be happy to assist you
Thank you all