Dear Rempit63,
Thank you for your patience while we consulted your case with our team. After looking into the matters you brought to our attention, we can see that the cards you used to fund your trading account for the first and second time were different.
Please note that in such cases, our Financial Department may request verification of the second card to ensure it belongs to you and not to a third party, as all third-party transactions are strictly prohibited here at OctaFX. Therefore, the procedure is fully in line with our security measures.
We cannot merely block the possibility of conducting further transactions because in cases where funds do belong to a third party, we have to ensure that they’re refunded to the originating account. Therefore, it’s the trading activity that must be restricted to ensure that such money is not used for trading.
Looking into your trading history, we can see that the orders you're referring to were closed 17 hours after you got back access to your account. However, those orders could have been closed before the stop out occurred either in profit or with less loss as the two hours of account locking did not impact them. You decided to trade in the same direction, and it eventually led to the stop out. There were no issues from our side, and your orders were executed as per the market conditions. Unfortunately, as it follows our Customer Agreement, there's no ground for reimbursement for any of the orders since it was solely your decision to keep on trading.
We want to remind you that despite this incident, you're always welcomed to contact us anytime, and we'll be more than happy to hear from you and help with any questions you may have.
Kind regards,
OctaFX Rep.