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Download
Resolved
stop loss order
Object
XM XM
Issue

Others

Requirement

compensation

Amount

$280(USD)

Time

731day21hour

Mediation Progress
Solved after user's confirmation
YUJIAN19348

Sensitive information

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XM
尊敬的客户,您好, 首先感谢您选择XM和对我们的信任! 您的XM MT4/MT5账号为:251011454,关于您投诉的问题,我们第一时间反馈给相关部门进行详细调查,相关部门给予回复如下:您投诉的订单号是#28051671 及 #28049664,在平台时间9月2日15点30分,共交易了黄金0.2手空单,实际平仓价格与设置的止损价不同。 经查看,在平台时间9月2日15点30分,由于当时非农数据公布导致价格波动迅速,造成一分钟价格浮动较大。当时黄金在K线图上一分钟上下浮动超过900个基点。经过后台的详细核实,当时的市场报价的确触及了您设置的止损价格。基于XM是抛单模式,所有客户的订单都是在市场价格上成交,且您设置的止损价格是一个假设的价格,止损触发时市场价格中未出现您设置的止损价,因此以当时有效价格中,对您最有利的点位即1714.97为您平仓。 XM温馨提醒您,在重大新闻和经济数据公布等可能造成高风险的时段谨慎交易,并留意市场波动,以免相似的情况再次发生。 如果您有任何疑问,也欢迎您随时进入XM官方网站 https://www.x1m1global.net/cn/ ,点击右上角的【网页客服】联系客服,XM 提供周一至周五24小时在线客户支持 ,我们非常乐意为您服务。 致谢

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YUJIAN19348
The principal is 280 US dollars for gold 1700.13 and 1699.45 for 0.1 lot, the stop loss price is unified 1708, the stop loss will give me a negative principal loss, and I will not communicate with the platform.

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