Well first of all i am thankful to Laura that she replied back to us regarding this matter. I would like to inform Laura that my account is still active and it was never closed. I can initiate trade and can withdraw my funds anytime, so it means that it is 100% active and verified. So, who told you that my account is closed and i have to open another account. As per your company's law, we can't have two individual accounts under same identity, so i can't open a new account and why should I, if i already have an active account with your company.
Secondly, you are compensating $852 for my loses equal to $1900, do you think it should be acceptable for me in any case?
Please check the details of my trade
Trade # Type Investment Units open Close Net profit Date Time
29198297 Sell OIL $762.00 600.00 85.79 87.08 -774.00 12/07/12 18:00
29170302 Buy GBP/USD $1,000.00 200,000.0 1.5475 1.5418 -1,140.00 12/07/12 08:47
If you check my conversation in the attached file, the you will see that etoro offered me $141 as a compensation to lose $1900, and I said i will not accept this amount, and it was never funded in my account. For your reference please check our conversation
Case ID: 112,288
Subject: Trade 29198297
Description: Dear Admin! This is another problem from etoro platform. I don't know what happened to etoro, as it was working great before. I was trying to deposit money to fund account and there was a problem with cashier. It said it is not available and try this service later. This is so much flustering now. It hit the stop loss and even took funds from my account which were in the account. Please compensate me for this, as I have been trading on a daily basis with you, and facing this problem from last 2 days. Please do it asap. Thanks Regards, Rafia
Reply form Etoro 16 July
eToro Case ID:112,015
Dear Rafia Shabbir,
eToro's technical department reviewed your claims in regards to execution problems and decided to refund your account with a trading bonus, equal to the amount of $140 lost in positions numbers: 29170302
The amount to be compensated is the difference between the original stoploss amount and the amount the position was closed with.
Kindly reply to this email, and acknowledge that you have no claim or grounds for claim, of any nature whatsoever, against eToro concerning the above technical event of July 12th 2012.
We apologize for the inconvenience and invite you to get in touch with your account manager or support may you require further details.
Best Regards,
eToro Customer Service Team
Reply from Me 20th July
eToro Case ID:112,015
Dear Admin!
I don't accept this compensation in any case. I am so much worried now. How can you make me suffer due to error in your platform. Please revise the whole case asap. I never closed my position and it closed automatically when i was in the position of recovering my losses. I never adjusted the stop loss that it hit. First of all your platform didn't hit my stop loss as it was froze, after that it took all my money from my account, and after that my stop loss was set at 1.5384 and then suddenly it said that it has stopped due to stop loss at 1.5417 when i was recovering my loss. I need full compensation of this loss.
Regards,
Rafia
Reply From Etoro July 18th
eToro Case ID - 112,288
Dear Rafia Shabbir,
We are pleased to inform you that a refund of $12 was added to your account regarding the technical problem you encountered on the Position ID: 29198297.
Reply from me July 19th
eToro Case ID - 112,288
Dear Admin!
I don't claim this amount. I lost more than $700 in this trade due to your platform and you are offering me $12 only. This is not fair. I was told that you compensate the total lost amount. I need full compensation.
Reply from Etoro 19th July
eToro Case ID - 112,288
Dear Rafia Shabbir,
Since your position had hit the stoploss regardless of the technical problem, you were compensated for the difference between the final loss, and the original stoploss.
The losses you have received after this compensation are the losses you would have received if there was no technical problem.
Should you require further assistance or information, please reply to this message or chat live with us during our business hours.
Best Regards,
eToro Customer Service Team
Reply From Me July 20th
eToro Case ID - 112,288
Dear Admin!
This is what i am saying that there was a technical problem and i couldn't change the stop loss of my trade to save my trade to hit stop loss due to your platform error. I need the compensation of my losses occurred due to your platform server down. I am so stressed up with all this matter now. Why should I suffer due to your platform cyber attack. I joined etoro to earn money and not to give away money because your platform went through a cyber attack.
Thanks
Regards,
Rafia