My case (#1591531, Account ID: 68877577) has been ongoing since November 2025, and I would like to document my experience for transparency.
After I raised concerns about unusual settlement behaviour in several short-expiry trades, one transaction from that same trading session (Deal ID 3910804743) was internally reviewed and refunded on 27 November 2025, confirming that an execution irregularity occurred during that period.
Because this issue was confirmed through the refunded trade, I reviewed other trades executed during the same trading session that showed comparable behaviour and submitted them together with supporting documentation and video evidence.
Recently on Trustpilot, the broker publicly replied that my case would receive “priority follow-up” and that the reassessment could help bring the matter to a “fair and clear conclusion.”
However, shortly after that public statement, I received a direct email from the Claims Department (08-04-2026) stating that the Trustpilot response was only a “general customer engagement message” and that the case is formally closed and will not be reopened.
This creates a clear inconsistency:
• Public response: priority follow-up and reassessment
• Private email: case closed, no further review
For transparency, I have maintained complete documentation of this process, including:
• The refunded transaction confirming an execution irregularity
• Comparable trades from the same trading session
• Mini-chart behaviour video recordings
• Communication records with the broker
• The Trustpilot response and the Claims Department email
As a long-time trader, my intention in sharing this is simply to highlight the difference between the public communication and the internal decision.
Since the broker already confirmed an execution irregularity in one trade from that session, it would seem reasonable that similar trades from the same period be evaluated under the same criteria, or that the matter be resolved through a fair and transparent commercial resolution.
I remain open to a constructive clarification or resolution so that this situation can reach a clear and professional conclusion.
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