Dear John Jensen,
We meet yet again to discuss this topic. Thanks for inviting us to participate.
Let’s address your claim that ‘The page above does not specify that orders are not executed during rollover times. This page does not specify when the rollover times are.’
Perhaps we needed to word our response to you a little better,
So, we will add some extra text to our website to warn the user that they must click the instrument to see the trading times.
Now, you also claim that it doesn’t say orders won’t be processed during the rollover. We used the words ‘Break time’. That would suggest that this period is one of inaction. We have also published an article in our Knowledge Base that explains trades are not processed during rollovers and weekends: http://kb.myfxchoice.com/article/6766/99759
We noticed that you have also posted your concerns on Facebook saying that you’re looking for a ‘resolution’. To double confirm, all trades were executed in line with the Execution Rules, i.e. correctly and to the letter. As we stated in our FPA response: ‘We assume any client trading CFD instruments has read, understood and agreed to the execution rules and specifications of the instrument, which includes the trading hours’.
We have proven here —beyond any doubt— that the information you claim wasn’t present was in fact present and in TWO places.
Also, from 27th July, the rollover period is only 1hr 15 mins on BTCUSD. We hope that this may serve as a small consolation and that you’ll have a positive trading experience with us in future.
To respond to Edmon: Choice Bank and FXChoice are both based in Belize and have the word ‘choice’ in their name. This is where the similarity ends. We have nothing to do with one another. This is simply a coincidence.
John,May I speak to a higher authority within your company please?
Crypto is a 24/7 market, however not every FX broker will provide 24/7 trading. There are some that do.
Ultimately one should always be aware of trading conditions/limitations on any instrument they want to trade. It's unfortunate that this loss happen but broker's aren't going to hold your hand.
IMO its a case of not understanding fully the market that's being traded.