السلام عليكم ورحمه الله وبركاته
لو سمحتم محتاج حد يوضح لي اللي حصل معايا ده عادي ولا نصب
انا كنت محدد استوب لوس و رويال قفلوا العمليه علي خساره اكبر من قيمه الاستوب كما موضح بالمرفقات
وبعتولي ايميل بيقول
After reviewing your ticket numbers: 1504801 and 1496880, we noticed that both your trades were closed at exactly 4:00 am EST (11:00 am MT4 time). At that time we had important economic realeses (IFO Germany) and the market reacted violently. We saw a 20 pip movement downwards, then a 100 pip movement upwards in less than 1 minute. We always advise our clients to stay out of the market during economic releases due to the risks involved. Whipsaws as the one occured yesterday are common during important economic releases, and do impose a great risk on traders.
So for the ticket numbers above, you were filled at the best available prices during that movement and unfortunately there is nothing we can do. The prices we offer, and that you trade on, are the same prices the firm trades on and sees. These were the best available prices offered by over 16 of the biggest liquidity providers.
Regarding your CHAT complaint, we would like to apologize for the inconvenience. We pride ourselves with the above and beyond customer support levels we offer our clients, and we do ask of them to be patient and understanding when we are trying our best to resolve their problems. At the time you filed your complaint, the Audit Department was closed and you were logged in the system to be processed in the moring. When you came back to chat, we had just opened an hour earlier and were resolving all cases in the order they came in.
In the future, we kindly ask you to wait for a response from the Audit Department after you file a complaint because customer support will not be able to do anything for you after the complaint is filed.
We thank you for your continued business and wish you the best of luck.
Kindest Regards
وبعدين بعتولي ايميل تاني فيه تعريف الاستوب لوس كالتالي
While auditing a chat you had with our customer support early in the morning, we noticed that you may not be familiar with the nature of how the Stop Loss order works. Please refer to our website via the following link to read more about orders and when they are
guaranteed and when they are not
Stop/Loss Orders*: Used to pre-determine what loss a trader is willing to take. Orders are guaranteed ONLY in normal market conditions.*
* All stop-loss, limit and entry orders are guaranteed against slippage except in abnormal or volatile market conditions. All quotes and trades are subject to the terms and conditions of the Client Agreement accessible through this website.
This means that if you have a STOP LOSS order, it will get filled at the price you specified during NOMRAL MARKET CONDITIONS. There is nothing called a guarantee on STOP orders during volatile markets. And the company does not choose to fill you based on how much "losses" you incurred, but rather on the best available prices. It is your responsibility to manage your risk during economic releases and volatile markets, and it is our duty to fill you at the best prices available. If there are any hanging order during such conditions, they will get filled at the BEST AVAILABLE PRICE. If you do have a pending STOP order, please note that if the market is volatile, the order MAY NOT get filled at the price you specified,but rather at the best available price.
We felt the urge to write you this email as we believe that you have a misconception of STOP orders are filled during volatile markets.
Please let us know if we can be of any further assistance.
ارجو المساعده فكلامهم يبدو صحيح (بما انه منشور في الويب سايت وهم مش مسئولين عن اني ماقريتش التعليمات)
ولكن ارجو الافاده من اهل الخبره هل هذا هو تعريف الاستوب لوس عند كل الدنيا
وشكرا
