Problem Formal Refund Request – Repeated XAUUSD Stop-Loss Execution Discrepancies

[YKEMPIRE]

Dear Exness Support,

I am formally requesting a full refund of the $68.95 lost on the two XAUUSD positions executed on my account on 11 September 2026, following what I consider to be an unacceptable and repeated pattern of stop-loss execution discrepancies.

The two affected orders were:

• Order 10932001 – 0.03 lot SELL at 4332.413 – Loss: $52.76
• Order 109320272 – 0.01 lot SELL at 4333.810 – Loss: $16.19
• Stop Loss: 4350.000
• Total loss: $68.95

I understand that stop-loss orders can be affected by volatility and that slippage may occur. That is not the issue I am raising.

The issue is that the same XAUUSD market movement was simultaneously visible across other established broker feeds, including Vantage, Pepperstone and FXCM, yet my Exness account produced a materially different outcome by triggering both positions at my 4350.000 stop-loss level while the price subsequently moved in the direction that would have allowed the positions to reach my take-profit level on the other platforms.

I have retained screenshots of all four broker platforms showing the relevant price action.

More importantly, this is not an isolated incident for me. I have experienced similar stop-loss/execution discrepancies with Exness before. I initially treated those occasions as isolated market conditions. After experiencing another incident of the same nature, I can no longer reasonably regard this as a one-off occurrence.

I am therefore not asking Exness to compensate me simply because a trade lost.

I am asking Exness to take responsibility for an execution issue that has now occurred repeatedly and has directly resulted in financial losses on my account.

I am requesting a full refund of $68.95.​

If Exness believes the execution was completely legitimate, then I expect the company to provide the underlying evidence supporting that position, specifically:

1. The exact Bid and Ask tick prices on the Exness server immediately before and at the moment each SL was triggered.
2. The precise server timestamps for both stop-loss executions.
3. The exact Bid/Ask price responsible for triggering each position.
4. The spread applicable to XAUUSD at those exact moments.
5. The execution logs for both orders.
6. An explanation of why the Exness price feed produced an outcome materially different from the contemporaneous Vantage, Pepperstone and FXCM feeds.
7. Confirmation of whether there was any abnormal spread expansion, liquidity issue, pricing anomaly, execution delay or other technical factor affecting these trades.

A generic response stating that “slippage is possible during volatile market conditions” will not adequately address this complaint. I am specifically asking for the actual execution data relating to my orders.

I have attached the relevant screenshots and trade records for verification.

I have been using Exness as a broker because I expect reliable execution and transparent pricing. Repeated incidents of this nature undermine that confidence significantly.

I therefore request that Exness review these two trades at the execution-server level and refund the full $68.95 loss.

If Exness declines the refund, I expect a detailed explanation supported by the actual Bid/Ask tick data and execution records, rather than a general reference to the possibility of slippage.

I would prefer to resolve this directly and professionally with Exness. However, given that this is not the first time I have experienced this type of issue, I am prepared to escalate the matter through the appropriate complaint and dispute channels if the underlying execution data does not support the trades.

I look forward to receiving a substantive response and resolution.

 

[YKEMPIRE]

Dear Exness Support @ExnessOfficial @exnessplatform

,

I am formally requesting a full refund of the $68.95 lost on the two XAUUSD positions executed on my account on 11 September 2026, following what I consider to be an unacceptable and repeated pattern of stop-loss execution discrepancies.

The two affected orders were:

• Order 10932001 – 0.03 lot SELL at 4332.413 – Loss: $52.76
• Order 109320272 – 0.01 lot SELL at 4333.810 – Loss: $16.19
• Stop Loss: 4350.000
• Total loss: $68.95

I understand that stop-loss orders can be affected by volatility and that slippage may occur. That is not the issue I am raising.

The issue is that the same XAUUSD market movement was simultaneously visible across other established broker feeds, including Vantage, Pepperstone and FXCM, yet my Exness account produced a materially different outcome by triggering both positions at my 4350.000 stop-loss level while the price subsequently moved in the direction that would have allowed the positions to reach my take-profit level on the other platforms.

I have retained screenshots of all four broker platforms showing the relevant price action.

More importantly, this is not an isolated incident for me. I have experienced similar stop-loss/execution discrepancies with Exness before. I initially treated those occasions as isolated market conditions. After experiencing another incident of the same nature, I can no longer reasonably regard this as a one-off occurrence.

I am therefore not asking Exness to compensate me simply because a trade lost.

I am asking Exness to take responsibility for an execution issue that has now occurred repeatedly and has directly resulted in financial losses on my account.

I am requesting a full refund of $68.95.​

If Exness believes the execution was completely legitimate, then I expect the company to provide the underlying evidence supporting that position, specifically:

1. The exact Bid and Ask tick prices on the Exness server immediately before and at the moment each SL was triggered.
2. The precise server timestamps for both stop-loss executions.
3. The exact Bid/Ask price responsible for triggering each position.
4. The spread applicable to XAUUSD at those exact moments.
5. The execution logs for both orders.
6. An explanation of why the Exness price feed produced an outcome materially different from the contemporaneous Vantage, Pepperstone and FXCM feeds.
7. Confirmation of whether there was any abnormal spread expansion, liquidity issue, pricing anomaly, execution delay or other technical factor affecting these trades.

A generic response stating that “slippage is possible during volatile market conditions” will not adequately address this complaint. I am specifically asking for the actual execution data relating to my orders.

I have attached the relevant screenshots and trade records for verification.

I have been using Exness as a broker because I expect reliable execution and transparent pricing. Repeated incidents of this nature undermine that confidence significantly.

I therefore request that Exness review these two trades at the execution-server level and refund the full $68.95 loss.

If Exness declines the refund, I expect a detailed explanation supported by the actual Bid/Ask tick data and execution records, rather than a general reference to the possibility of slippage.

I would prefer to resolve this directly and professionally with Exness. However, given that this is not the first time I have experienced this type of issue, I am prepared to escalate the matter through the appropriate complaint and dispute channels if the underlying execution data does not support the trades.

I look forward to receiving a substantive response and resolution.

 

[FxMaster]

@ExnessOfficial, Please look into this issue and take the necessary action.

 

[YKEMPIRE]

Dear Exness Support @ExnessOfficial @exnessplatform View attachment 119006View attachment 119007View attachment 119008View attachment 119009View attachment 119010View attachment 119006,

I am formally requesting a full refund of the $68.95 lost on the two XAUUSD positions executed on my account on 11 September 2026, following what I consider to be an unacceptable and repeated pattern of stop-loss execution discrepancies.

The two affected orders were:

• Order 10932001 – 0.03 lot SELL at 4332.413 – Loss: $52.76
• Order 109320272 – 0.01 lot SELL at 4333.810 – Loss: $16.19
• Stop Loss: 4350.000
• Total loss: $68.95

I understand that stop-loss orders can be affected by volatility and that slippage may occur. That is not the issue I am raising.

The issue is that the same XAUUSD market movement was simultaneously visible across other established broker feeds, including Vantage, Pepperstone and FXCM, yet my Exness account produced a materially different outcome by triggering both positions at my 4350.000 stop-loss level while the price subsequently moved in the direction that would have allowed the positions to reach my take-profit level on the other platforms.

I have retained screenshots of all four broker platforms showing the relevant price action.

More importantly, this is not an isolated incident for me. I have experienced similar stop-loss/execution discrepancies with Exness before. I initially treated those occasions as isolated market conditions. After experiencing another incident of the same nature, I can no longer reasonably regard this as a one-off occurrence.

I am therefore not asking Exness to compensate me simply because a trade lost.

I am asking Exness to take responsibility for an execution issue that has now occurred repeatedly and has directly resulted in financial losses on my account.

I am requesting a full refund of $68.95.​

If Exness believes the execution was completely legitimate, then I expect the company to provide the underlying evidence supporting that position, specifically:

1. The exact Bid and Ask tick prices on the Exness server immediately before and at the moment each SL was triggered.
2. The precise server timestamps for both stop-loss executions.
3. The exact Bid/Ask price responsible for triggering each position.
4. The spread applicable to XAUUSD at those exact moments.
5. The execution logs for both orders.
6. An explanation of why the Exness price feed produced an outcome materially different from the contemporaneous Vantage, Pepperstone and FXCM feeds.
7. Confirmation of whether there was any abnormal spread expansion, liquidity issue, pricing anomaly, execution delay or other technical factor affecting these trades.

A generic response stating that “slippage is possible during volatile market conditions” will not adequately address this complaint. I am specifically asking for the actual execution data relating to my orders.

I have attached the relevant screenshots and trade records for verification.

I have been using Exness as a broker because I expect reliable execution and transparent pricing. Repeated incidents of this nature undermine that confidence significantly.

I therefore request that Exness review these two trades at the execution-server level and refund the full $68.95 loss.

If Exness declines the refund, I expect a detailed explanation supported by the actual Bid/Ask tick data and execution records, rather than a general reference to the possibility of slippage.

I would prefer to resolve this directly and professionally with Exness. However, given that this is not the first time I have experienced this type of issue, I am prepared to escalate the matter through the appropriate complaint and dispute channels if the underlying execution data does not support the trades.

I look forward to receiving a substantive response and resolution.

@ExnessOfficial still awaiting your response!!!

 

[ExnessOfficial]

Hi @YKEMPIRE,

Thank you for providing the detailed information and screenshots regarding your XAUUSD trades on 11 September 2026.

We reviewed the price movement and the closure of orders 10932001 and 109320272 and our team has already shared the detailed findings with you via email.

Our review confirmed that the market moved beyond your Stop Loss level of 4350.000. This was not caused solely by spread widening, as the Exness spread remained significantly below the market average and the fair market mid-price itself moved more than $2.50 above your Stop Loss level, which meant an even worse market price for your Sell positions.

Despite this, your positions were executed at your requested Stop Loss price of 4350.000.

We also reviewed your concerns about prices shown by other brokers. Gold spot prices can vary between brokers because they may use different banks, liquidity providers, and trading venues, especially after major news when volatility is high and liquidity conditions are changing. In addition, certain venues may also stop providing prices after major news, which can mean that certain price movements are not visible on every broker’s feed.

Exness receives prices from multiple liquidity providers to reflect prevailing market conditions, so our prices may not always be identical to those shown by other brokers. Our review confirmed that the price movement was consistent with the broader gold market, and differences on individual broker feeds do not, by itself, indicate that the Exness price was incorrect.

We value transparency, and our price history is publicly available on our website: https://www.exness.com/tick-history/

If you have any further questions, please continue communication through your existing case or contact us directly via DM, and we will assist you further.

Thank you,
Exness