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اردو
Resolved
The market fluctuates, the server PC and the mobile phone are all dead. Even though a stop loss has been set, the market doesn't stop loss except gap market.
Mediating Parties
Exness
Issue
Severe Slippage
Requirement
compensation
Settlement Amount
$315(USD)
Time
45 day 19 hour

Mediation Status
Hong Kong2023-07-10
User confirmed it was fixed.
ZHUOZHUO9640
Cyprus2023-06-26
Reply
Exness
Dear customer, with respect to your problem, you can send the detailed information to platform 24-hour customer service for help or email the official customer service, support@exness.com (ensure a correct address), with your registered exness email. If you contacted us before, please still reply by email or reach out to official 24-hour online customer service for help. Thank you.
Reply
Hong Kong2023-05-26
Appendix
ZHUOZHUO9640

The market keeps fluctuating. And I notice that the market quotations are displayed normally on other platforms and trading trend software. So the failure of closing a position wasn't caused by price gap. Within 5 minutes, the server failed to be connected and positions couldn't be closed automatically although the stop loss price was triggered.


Appendix
Hong Kong2023-05-26
Contact Broker
WikiFX Overseas Customer Service
Contact Broker
Hong Kong2023-05-26
Verified
WikiFX Mediation Center
Verified
Hong Kong2023-05-25
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ZHUOZHUO9640
1. Just now the market fluctuated and the server crashed. The mobile phone and the PC could not be connected at the same time, so the position could not be closed in time. price as closing price 2. After the market started to fluctuate again, the stop loss was not stopped in time according to the set stop loss position; instead the closing price was based on the instantaneous price when the PC terminal connected to the server
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