ExNess | Page 108 | Crypto Craft

Options

Go to
Permalinks
Print Thread

Similar Threads

EXNESS anyone? 38 replies

EXNESS official representative 1,346 replies

Attachments: ExNess
Exit Attachments

ExNess

  • #2,141
  • Aug 26, 2016 12:43pm Aug 26, 2016 12:43pm
Quoting mounir90
For news traders it means the end of EXNESS. Crazy they disided to remove the leverage power during news. Goodbye Exness it was fun working with you.
Hello, mounir90.

I appreciate your feedback.

And it is with regret that I read about your decision.

The reason behind the recent margin requirements change has been explained in my previous posts. Please make sure you familiarise yourself with the details.

If you have any questions, please do let me know any time.
  • #2,142
  • Aug 27, 2016 3:29am Aug 27, 2016 3:29am
Dear client,

We would like to inform you that the transactions #******** and #********* were not processed because you attempt to withdraw to European Bank card, and currently is not available this type of transaction.
Kindly use another payment system available (personal area>withdrawal tab) for withdrawing the profit.
We bring our apologies for the inconvenience caused.
Do not hesitate to contact us if you have any question about it.
Have a nice day!

Best regards,

Victor Garcia
Exness | Support Team
E-mail: [email protected]

Bullshit.
I have used this type to deposit and withdraw in the past, have not received a letter from them previously saying dear client we have changed the methods of withdraw and so on.
They do accept card deposit but you have to withdraw to skrill, netteler, webmoney or other methods..
In fact all my deposits and withdraws went straight to my credit card and from it and now have to create a 3rd party. Work hard for your profits so you can withdraw to skrill which will take x% than from skrill send to your bank and they will take x% more.
Unprofessional is the best and mildest word i can use.
  • #2,143
  • Aug 28, 2016 2:27am Aug 28, 2016 2:27am
I've tried most other brokers. I like Exness way better than others. I didn't find any issues due to margin even in news times. Recently started so time will tell but after going through this forum updates and others, I'm confident I've made the best choice. Restrictions will come and go but overall I really like what Exness offers. It's up to me to make the most of what they offer right? ��
Trade-Emperor
  • #2,144
  • Aug 29, 2016 3:05am Aug 29, 2016 3:05am
Quoting Matraguna
Dear client, We would like to inform you that the transactions #******** and #********* were not processed because you attempt to withdraw to European Bank card, and currently is not available this type of transaction. Kindly use another payment system available (personal area>withdrawal tab) for withdrawing the profit. We bring our apologies for the inconvenience caused. Do not hesitate to contact us if you have any question about it. Have a nice day! Best regards, Victor Garcia Exness | Support Team E-mail: [email protected] ("[email protected]")...
Hello, Matraguna.

Thank you for the post.

I think I encountered your case in our internal system before I saw this post here.

Indeed, the Financial department have informed us that now it is impossible for an Exness Limited client to withdraw to a bank card issued in any European country. I will find out more about the reason behind it and inform you accordingly. However, at this moment I have to kindly ask you to withdraw to any other payment system that is available to you in the Member area.

Regarding Skrill withdrawals, if you withdraw less that 20 USD, we take 1 USD in fees. If it is 20 USD or more, there is no fee charged by Exness.

If you have any other questions, I'll be glad to help.
  • #2,145
  • Aug 29, 2016 3:07am Aug 29, 2016 3:07am
Today Exness server 3 E C N freezed up after every half an hour movement,. whats wrong with the EXNESS
  • #2,146
  • Aug 29, 2016 3:24am Aug 29, 2016 3:24am
Quoting Helperer
I've tried most other brokers. I like Exness way better than others. I didn't find any issues due to margin even in news times. Recently started so time will tell but after going through this forum updates and others, I'm confident I've made the best choice. Restrictions will come and go but overall I really like what Exness offers. It's up to me to make the most of what they offer right? ��
Dear Helperer,

thank you very much for your glowing feedback!
  • #2,147
  • Aug 29, 2016 3:34am Aug 29, 2016 3:34am
Quoting msqtrader
Today Exness server 3 E C N freezed up after every half an hour movement,. whats wrong with the EXNESS
Dear msqtrader,

thank you for letting me know about it.

As far as I found out, that was unplanned maintenance. I apologise for the inconvenience.

If any of your trading orders were affected, please provide their numbers to me or create a ticket from your Member area here https://www.exness.com/member/feedback.

Please do let me know if you have any other questions.
  • #2,148
  • Edited 11:01am Aug 31, 2016 10:23am | Edited 11:01am
I am trading with Exness since last 6 years and during this period i brought many collageous, friends & even some family members to join this company as i considered this company high on INTEGRITY compared to other brokers (i even supported this company almost on every instances. most of my comments can be seen in this forum supporting this company). But a recent incident led me to change my view which i would like to share, so that others can avoid the same fate.

I recently realized that the same story which goes on with most of the brokers applies to Exness as well. Unless & until you are loosing or earning lower profits, everything works good for you but as soon as you start earning in rapid speed things turns out suddenly.

I generally trade using medium leverage & use to move funds from one account to another to maintain my positions in case of margin call and also switches to different leverages to adjust my position. Since i trade simultaneously with multiple brokers, i basically prefer to keep idle funds in my Neteller account & whenever there's margin requirement i use to move funds to that account.

Everything was going good until the month of July, 2016. During this month alone i withdrew around $60K (profit) through Neteller. That was the first time ever when i withdrew this much of money within a month from Exness. Things turned suddenly thereafter.

On 26-July i had leveraged positions opened under my account. My initial leverage was set to 1:600 and when price started moving against my trade i first thougth of increasing the leverage to 1:1000 and then i noticed that instead they lowered down my leverage to 1:400. My exness account panel was not reflecting the true account equity due to some glitch resulting which i was unable to increase the leverage. I immediately contacted the live support regarding this glitch, a lady joined the chat but she kept saying a different story and was insisting that everything is working fine & there's no issue. Fed up, i closed the chat (though live chat went offline for me soon thereafter).

Attached Image


After this, I created a ticket under my account explaining everything in detail which was followed by their usual response "Please give us upto 24-48 hours and we will get back to you as soon as possible." (26-July). Previously they responded on every occasion within the given time frame whenever i created a ticket. However, this time they didn't respond. On 29-July i noticed that this issue seems to be resolved & i brought this to their attention which subsequently followed by their thank you message. However, during this meantime i closed 3 of my trades manually to avoid the margin call as i was in no good mood to fund my account at this stage (in the mid of server issue) to avoid margin call unless & until this issue is sorted out completely. One last trade was left out which was the biggest one & it ultimately stopped out on 29-July the same day when this issue was sorted out. This glitch alone costed the following trades:

  1. #106286265 USD 3,250.00 [EUR/USD]
  2. #106373171 USD 2,815.00 [NZD/USD]
  3. #106445953 USD 1,407.50 [NZD/USD]
  4. #106349454 USD 16,090.00 [NZD/USD]


I contacted for compensation for the above mentioned trades and they credited the compensation for lowest 2 values on 22-Aug followed by the following response:

Quote
The compensation was based on cancellation of orders #106373171 and #106445953 as they were closed following the moment you noticed the issue to withstand a possible draw-down.

At the same time, order #106349454 was closed several days after the issue was resolved under the correct leverage set in your Settings, whereas order #106286265 was closed before the issue affected the trading. For this reason, it has been decided to leave the results of orders #106349454 and #106286265 unchanged.

I accepted their decision for the EUR/USD trade as there was several minutes gap between i noticed the issue & i closed that trade and i was unsure if the trade was closed before i first noticed the issue or after i noticed the issue. I was basically concerned about the big NZD/USD trade which they bluntly denied by saying the issue was indeed resolved on 27-July and the trade got stopped on 29-July (as per exness issue was resolved from their end but still they failed to inform this. hilarious). They kept replying the same message again & again which doesn't makes any sense at all (see the screenshot):

Attached Image


Which was followed by my response:

Attached Image (click to enlarge)
Click to Enlarge Name: Reponse.PNG Size: 79 KB


They were insisting that if there wasn't any server issue trade would have still resulted in loss due to the trend which doesn't makes any sense to me. There was server issue and instead of considering their server issue they were considering the price trend.

I am still unsure at this moment how they concluded that the trade would have resulted in loss if there wasn't any server issue at all? I might have added funds, i might have closed the same trade in minimal loss, i might have hedged the position if everything was working fine. There were lots of options but i fails to understand the logic which they consider while evaluating compensation request.

During server issue they ignore any notional profits, reward for low value trades and when the sum involved is big they cry for price trend. A loose loose situation for traders?


I asked them following questions and i was never properly replied properly:

  1. Issue was initially reported on 26-July & i was told "Please give us upto 24-48 hours and we will get back to you as soon as possible." If the issue was indeed resolved on 27-July then why didn't you guys respond to the ticket that issue has been resolved whereas in other case you generally use to respond within the given time frame. I first heard from you guys on 29-July and that also after my comment on the same day.
  2. My terminal was remained open through out of the day during this period as i use to trade simultaneously with other brokers as well & i even checked the exness account panel multiple times during this period. If the issue was indeed resolved on 27-July itself then why it didn't reflect in my account until 29-July?
  3. I repeatedly asked the reason for this glitch/issue but i was never answered. Did this issue solely affected my account or it spread across everyone's account?


It took me almost 30 minutes to write down this long post but i think it's worth sharing. This incident left me disappointed and i started getting a feeling that Exness is good for traders with small funds but for traders willing to lend big funds & aiming for consistent profit, there's a clear no. After 6 years of trading i am finally done with this broker.



Quick summary of this long post:

  1. Glitch happened on 26-July morning & was reported immediately thereafter;
  2. 24-48 hours given by support to resolve this issue. As per given time frame, they should have replied by 28-July morning;
  3. 4 positions were opened prior to reporting the issue;
  4. 1st position was closed on 26-Jul and 2nd & 3rd positions were closed manually on 27-Jul to maintain margin. 4th position was stopped out on 29-Jul;
  5. No response from support even after 48 hours;
  6. 29-July morning i reported that issue seems to have been fixed which followed by thank you message from exness;
  7. Asked for compensation;
  8. Compensation was given for 2nd & 3rd position (lowest values). 1st & 4th position were denied compensation;
  9. Exness insisted that issue was resolved on 27-Jul and that's why compensation for 4th position was denied as it was closed after 2 days of resolving the issue;
  10. I have asked counter questions which were never responded properly.
  11. This glitch alone costed me USD 23,562.50 out of which only USD 4,222.50 was compensated.

  • #2,149
  • Aug 31, 2016 11:13am Aug 31, 2016 11:13am
@forexgain ...
I will literally wait for the response from. Exness ... Whether they compensate or will they cover the whole scenario ... 
Spread widening is also the main issue for stoploss hunting
Re-Incarnated
  • #2,150
  • Aug 31, 2016 4:40pm Aug 31, 2016 4:40pm
@forexgain,
i'm also waiting for the response of exness
in God i trust
  • #2,151
  • Sep 1, 2016 2:10am Sep 1, 2016 2:10am
Quoting Forexgain
I am trading with Exness since last 6 years and during this period i brought many collageous, friends & even some family members to join this company as i considered this company high on INTEGRITY compared to other brokers (i even supported this company almost on every instances. most of my comments can be seen in this forum supporting this company).
Hello, Forexgain.

Thank you for your detailed account of what has happened.

I also highly appreciate the interest of other forum members to this matter.

As far as I have familiarised myself with the situation while we have been exchanging messages regarding this issue lately, I will allow myself to directly address the points raised in your post.

First of all, you indeed were not informed about the fact that the issue had been solved on July 27. I am now in the process of gathering more information which would help me find out the reason behind it.

Secondly, and this is now the main point where I feel our understanding of the situation starts to diverge (thanks to your post), you were monitong the situation from your MT4 till the morning of July 29, whereas the free margin in your Member area began to be updated correctly as early as since July 27. That said, we can conclude that the issue in question did non just affect the display of the free margin in your Member area, but rather 'saved' a lower value of the account leverage that was set to it based on the incorrect free margin during the issue in question.

Assuming you had logged into your Member area on the 27th of July and re-set your leverage back to the desired value as the free margin was already being updated correctly, you would have thus discovered that the issue no longer existed. However, I now understand that you were referring to your MT4 at the time instead of the Member area. Presumably, a possible reference to the Member area might have been hampered by the fact that you were not notified.

I regard this point to be now the crux of the matter as we were relying on different sources of information at the same time. As a result, we might have been seeing different things, in a sense.

Taking this into consideration, I intend to pass your request to the Complaints department based on this point.

Thirdly, the issue affected several accounts. The reason behind the issue was of technical nature. Our IT team had sorted the problem out within around 24 hours since it was reported.

Apart from that, let me comment on the reasoning behind the Complaints department's judgement. I am going to refer to the orders in question by the order of their appearance in you post. The first order (EURUSD) was not compensated for as it was closed before the issue occurred and, therefore, was not affected by it. The second and the third orders (both NZDUSD) were compensated for as they were closed due to the fact that you were compelled to decrease the margin because of the issue while it was still ongoing. The fourth order (NZDUSD) was not closed during the issue, but rather 'outlived' it by some 2 more days. In other words, 'was the order open during the issue? - yes', but 'was the order affected by the issue? - no, because it remained open further into post-issue time'.

It is for this reason that the Complaints department state that compensation may not be provided for the fourth order.

More importantly, I would like to assure everyone that the amount of loss for a particular trade is never considered. If trades are regarded to have been affected by an issue, they are compensated for regardless.

In conclusion, I believe I have managed to get across the reasons that explain why not all of the reported orders have been compensated for. Hopefully, all other aspects that you have raised have also been covered. Moreover, I am going to address the point of 'the leverage that had to be manually changed after the issue had been resolved' to the Complaints.
I hope that we will find a solution that would satisfy both parties. And I further hope that we will not lose you as our client.

Absolutely all clients are a top priority for Exness. We have always done our best to be the broker number one for every client we have. Rest assured we will continue to do so.

You will be soon updated on the developments in the case in question.
  • #2,152
  • Edited 4:14am Sep 1, 2016 3:54am | Edited 4:14am
@Exness

For first EUR/USD trade, i respected your decision & accepted it without arguing even once. But in respect of last NZD/USD trade things are different that's why i insisted on reviewing it once again.

You are insisting that this leverage issue was indeed resolved on 27th but as i am continuously saying, it didn't reflect in my account until 29th. My MT4 terminal was showing lower margin value, my exness web client area was also showing incorrect free margin & lower leverage. I checked my ticket countless times during this period & was waiting for an update in respect of this issue but didn't receive any (you can check everything from your server logs). Now please tell me how can you expect me to consider this issue was indeed resolved on 27-July itself?

Attached Image (click to enlarge)
Click to Enlarge Name: Screen.PNG Size: 123 KB


Well, i never intended to made this issue public as i was expecting fair review of my order but the recent lame response of the support department to the ticket made me to do so and that happened inspite of providing sufficient information to them.
  • #2,153
  • Sep 2, 2016 12:11am Sep 2, 2016 12:11am
Quoting Forexgain
@Exness For first EUR/USD trade, i respected your decision & accepted it without arguing even once. But in respect of last NZD/USD trade things are different that's why i insisted on reviewing it once again. You are insisting that this leverage issue was indeed resolved on 27th but as i am continuously saying, it didn't reflect in my account until 29th. My MT4 terminal was showing lower margin value, my exness web client area was also showing incorrect free margin & lower leverage. I checked my ticket countless times during this period & was waiting...
Hello, Forexgain.

Thank you for the post.

I will make sure you get a reply as soon as possible.
  • #2,154
  • Sep 2, 2016 9:23am Sep 2, 2016 9:23am
Quoting EXNESS
{quote} Hello, Forexgain. Thank you for the post. I will make sure you get a reply as soon as possible.
Hi Exness!

Thank you. Received the same repeated response once again while the point regarding update from your end post resolving the issue is still ignored. I will keep you updated.

Recent Exness Response

Attached Image (click to enlarge)
Click to Enlarge Name: 1.PNG Size: 55 KB


My Reply

Attached Image (click to enlarge)
Click to Enlarge Name: 23232.png Size: 76 KB


My Initial Chat With Support Lady on 26 July

Attached Image (click to enlarge)
Click to Enlarge Name: 3.png Size: 216 KB
  • #2,155
  • Sep 2, 2016 11:23am Sep 2, 2016 11:23am
Hi Exness,

I am now really fed up of arguing over this issue since more than a month. Can you please ask the support department to at-least satisfactorily respond to my point which they are repeatedly ignoring.

I want them to finally decide whether they are going to compensate or not. If yes, give a credit to my account (which looks highly unlikely given their rigid response). However, if they stick to their decision for no compensation then i just want them to finally say no, close the ticket and permanently close my Exness account. After wasting over a month time on this issue, I now left with no patience to continue with this thing anymore.

6 years trust has been broken. At this stage i can't do anything except of putting facts over here & to other forums (yet to be done). Everything is public now & based on the facts other's are wise to decide what's wrong going on.
  • #2,156
  • Sep 2, 2016 12:17pm Sep 2, 2016 12:17pm
Quoting Forexgain
Hi Exness, I am now really fed up of arguing over this issue since more than a month. Can you please ask the support department to at-least satisfactorily respond to my point which they are repeatedly ignoring. I want them to finally decide whether they are going to compensate or not. If yes, give a credit to my account (which looks highly unlikely given their rigid response). However, if they stick to their decision for no compensation then i just want them to finally say no, close the ticket and permanently close my Exness account. After wasting...
Exness is the prime example of how a once great broker turned into good and finally turning into ABSOLUTELY SHOCKING LOW!

Today i was trading on NFP - I opened 5 trades 3-4 hours back and hedged it, so i would be able to trade on News, but how romantic my situation was that once i removed hedge, i saw my trade closed AUTOMATICALLY (STOP OUT SAID BY CUSTOMER SERVICE), i saw my TRADE STOP OUT..... MY CAPITAL WAS $41 and Customer service tells me it's completely fine because of some logic that's beyond LOGIC!

CAN ANYONE HERE EXPLAIN ME HOW MY TRADE CAN STOP OUT WITH USING OF 0.2 lot size? And left over capital was $41 - My No - 750796
  • #2,157
  • Sep 5, 2016 12:38am Sep 5, 2016 12:38am
Quoting Forexgain
Hi Exness, I am now really fed up of arguing over this issue since more than a month. Can you please ask the support department to at-least satisfactorily respond to my point which they are repeatedly ignoring. I want them to finally decide whether they are going to compensate or not. If yes, give a credit to my account (which looks highly unlikely given their rigid response). However, if they stick to their decision for no compensation then i just want them to finally say no, close the ticket and permanently close my Exness account. After wasting...
$20K?

You are robbed my friend. I really feel sorry for you.

You referred me to exness 4 months ago. Even though i never faced any problem but after seeing your condition i straight away requested withdrawal & switched to another FCA regulated broker. Can not afford to loose money just for the sake of their server problems.
  • #2,158
  • Sep 5, 2016 4:14am Sep 5, 2016 4:14am
Quoting Forexgain
{quote} Oh! Missed 'Skrill'. I find neteller better than skrill due to some reasons & using it since years as primary source of my funding. So, can't comment on skrill. By the way $2K is max per request & you can make multiple request at the same time there's no such restriction on multiple requests. I also find this $2K limit bit frustrating but have no other choice
Why do you like NETELLER more than SKrill ? I find they have higher fees... but anyway they are part of the same company now!
http://photoshar.in/NETELLER-vs-Skrill-fees

Also good job on the withdrawals, I thought I was the most profitable trader here but you seem to be doing better
  • #2,159
  • Sep 5, 2016 9:55am Sep 5, 2016 9:55am
Dear Forexgain,

thank you for the message.

If I may be so bold, I will address the points raised in the 'Feedback' ticket here.

First of all, there was an issue as has been confirmed by the Complaints department and me.

When you first contacted Customer support, I feel there was misunderstanding between you and the Customer support representative as she was referring to your Member area data only, keeping in mind that free margin takes time to be updated there, whereas you were referring to the same value saying it was displayed incorrectly as compared to the numbers you had in MT4.

Secondly, as was explained by the Complaints department to me, the reply this time is based on the server log file that had the information about the leverage changes for your trading account. The data indicated that the leverage from July 27 till July 29 was changing and always above 1:400, the maximum available leverage on July 26, which was so due to incorrect free margin display in your Member area on that day. However, the department could only make assumptions as to what was being displayed in the Client terminal during that time as the only reliable source of information for them is the server log file rather than the Client MT4 log file. At the same time, based on the information they have on their hands, the department is certain that the leverage for the trading account in question was being changed correctly since as early as July 27.

It is for this reason that the Complaints department regard the order to have been unaffected by the issue in question as the order was forcibly closed on July 29, 2016.

Apart from that, you were initially given a 24 to 48-hour timeframe by one of our Support team representatives. It needs to be pointed out that the issue was indeed resolved within the given period. However, you were not informed of that within that time. On the other hand, the standart time for a reply in 'Feedback' is 5 business days. Therefore, the time of reply was not exceeded.

Moreover, I also need to stress that decisions and replies in respect to clients' complaints are made by the Complaints department. The Support department only sends those decisions and replies to clients in their 'Feedback' sections as soon as they receive them from the Complaints department. I have no doubt that you are aware of that, but I felt it was worth pointing out.

Regarding the compensation. The Complaints have stated that it may not be provided due to the fact that the order was not affected by the issue in question.

Please do let me know if anything else is required from me. I will be my pleasure to assist you.
  • #2,160
  • Sep 5, 2016 9:59am Sep 5, 2016 9:59am
Quoting Fedricks
{quote} Exness is the prime example of how a once great broker turned into good and finally turning into ABSOLUTELY SHOCKING LOW! Today i was trading on NFP - I opened 5 trades 3-4 hours back and hedged it, so i would be able to trade on News, but how romantic my situation was that once i removed hedge, i saw my trade closed AUTOMATICALLY (STOP OUT SAID BY CUSTOMER SERVICE), i saw my TRADE STOP OUT..... MY CAPITAL WAS $41 and Customer service tells me it's completely fine because of some logic that's beyond LOGIC! CAN ANYONE HERE EXPLAIN ME HOW...
Hello, Fedricks.

Thank you for letting me know about it.

I will find out what orders were executed at the time by your account number and make sure you receive an email regarding this matter as soon as possible.

If you have any other questions, please do not hesitate to let me know.
1 trader viewing now