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EXNESS official representative

  • #801
  • Sep 25, 2015 2:21pm Sep 25, 2015 2:21pm
Quoting keikor
{quote} i don't even believe that you guys passed through the orders and act as an ECN. Maybe you guys just took the opposite side of my small account. Like what they said, the A and B book. Well, i can relate to how bucketshop works and you guys are in the buisness to make money. But please have some courtesy on us small traders and don't get so greedy. I have been with you guys for over 5 years for the mini account. And now it saddens me that i should start thinking about a new broker.
Hello, keikor!

Let me assure you that we do pass all the orders in ECN to our ECN liquidity providers. Every client has the right to review an order execution. In such case we request our liquidity provider to check the execution and then we reply back to the client as soon as we have all the information from the LP. Usually, we attach information from log files provided by the LP and also include our own comments that are needed to understand how the execution went.

To help you explain the slippage I would appreciate if you could send me the log files of those days that have information related to orders' execution which in your opinion may have been incorrect. For your convenience you may use my email address: [email protected].
  • #802
  • Edited Oct 16, 2015 2:15am Oct 15, 2015 6:31pm | Edited Oct 16, 2015 2:15am
Hi, I would like to get my problem solve here since I already discussed with Live chat representative and the problem hadn't been solved.

My ECN account ID : 812906 and my order ID : 1783803. It was opened as sell at October 15, 2015 (17:44) at price 1.13911 with S/L setting at 1.14111. It has been marked with two horizontal lines in attached image file.

However my order was closed at 21:00 as it was hit my S/L. There are two circumstances here.

- My order has been closed at 1.14154 while in the chart it wasn't even reached that price level

- A spike bar at 21:00 (M15 chart) was reached around 1.13950 and not even near my S/L

I have discussed with your Live Chat representative (in Thai). They told me it was because a gap. To be honest that is really strange. I have seen gaps many time and all of them will be shown on the chart itself. However as you can see that the spike wasn't even closed to my S/L.

I do accept every lost since it is a part of the trade. However this time I have to asking this wasn't right. I do completely understand about the GAP but how my order was closed wasn't clear to me. Could you please take a look?
Attached Image (click to enlarge)
Click to Enlarge Name: exness12.gif Size: 24 KB
  • #803
  • Oct 17, 2015 6:07am Oct 17, 2015 6:07am
Quoting Paul2524
Hi, I would like to get my problem solve here since I already discussed with Live chat representative and the problem hadn't been solved. {image}
Dear Paul2524,

thank you for informing me about this case of execution.

We will analyse all the details of the situation and get back to you on Tuesday (10/20/2015) or earlier with the results.
  • #804
  • Oct 17, 2015 1:23pm Oct 17, 2015 1:23pm
Quoting EXNESS
{quote} Dear Paul2524, thank you for informing me about this case of execution. We will analyse all the details of the situation and get back to you on Tuesday (10/20/2015) or earlier with the results.
Thank you
  • #805
  • Oct 20, 2015 8:43am Oct 20, 2015 8:43am
Dear Paul2524,

thank you for waiting for our reply.

We have carefully reviewed the execution of order 1783803 at account 812906 and would like to provide the results of the check.

The order in question closed at SL price at 21:00:02 GMT+0, October, 15.

21:00 is a rollover time. Rollover is when open trades are moved to a next trading day. For each such move a trader incurs a fee. For this reason, market participants prefer to remove their limit orders from liquidity pool to avoid paying the fee. This, in turn, leads to decreased liquidity and expanded spreads.

It needs to be said that spread widens every day at 21:00 GMT+0 rollover time and is a normal market occurence. The degree of expansion depends on the market conditions.

The EURUSDe spread at the time of order closure was expanded several times compared to its average value. Despite the fact that the highest best Bid at the time was 1.13914, Ask, with the spread widened, did reach above the SL value set at 1.14112. As a result, when the SL price was reached, the liquidity provider executed the order at the best available price of 1.14154.

(To see the current best Ask price in MT4, please go to MT4 => Tools => Options => Charts, and tick to 'Show Ask line')

The result of the check is backed by the information obtained from the liquidity provider where the order was closed. For more information on our ECN liquidity providers please refer to our website here.

Thus, no execution or quotation error was found during the check as the SL order was executed at the market price.

Taking this into consideration, we have come to the conclusion that the result of the order 1783803 is correct and may not be re-considered.

If you have a question regarding the current issue or want to ask anything else, please do not hesitate to let me know.
  • #806
  • Oct 20, 2015 1:56pm Oct 20, 2015 1:56pm
Quoting EXNESS
Dear Paul2524, thank you for waiting for our reply. We have carefully reviewed the execution of order 1783803 at account 812906 and would like to provide the results of the check. The order in question closed at SL price at 21:00:02 GMT+0, October, 15. 21:00 is a rollover time. Rollover is when open trades are moved to a next trading day. For each such move a trader incurs a fee. For this reason, market participants prefer to remove their limit orders from liquidity pool to avoid paying the fee. This, in turn, leads to decreased liquidity and expanded...
This is a kind of expected answer and not my pleasure. Yes I lost a minimal amount since I am testing the strategy with a micro lot but I couldn't imagine how disaster for a bigger lot such as 10 / 100 caused by this.

One thing I couldn't understand. How didn't anything show on the chart per your explanation? As you can see from the images there were no huge spike that touch that closed price (S/L). This is my concern since there would be times with this happens without anything as evident on the chart. It does mean you or your provider may intend to kick some groups of orders with kind of similar stop loss then explain them per your explanation here.

I asking this directly with no offense intended. Thank you for your detailed clarification above anyway.
  • #807
  • Oct 21, 2015 11:27am Oct 21, 2015 11:27am
Quoting Paul2524
{quote} One thing I couldn't understand. How didn't anything show on the chart per your explanation? ... I asking this directly with no offense intended. Thank you for your detailed clarification above anyway.
Dear Paul2524,

thank you for clarification.

In my previous reply I should have made it clear that Sell orders are closed at Ask price, whereas MT4 charts are build by Bid price. I regret not having done it.

As far as your last question is concerned, it is possible that the client cannot see the price of execution in the chart in case, for example, of a sell order closing at Ask price which is higher than the maximum price of the candle. This example describes the closure of order 1783803.

In the reply above there is a paragraph that reads 'The EURUSDe spread at the time of order closure was expanded several times compared to its average value. Despite the fact that the highest best Bid at the time was 1.13914, Ask, with the spread widened, did reach above the SL value set at 1.14112. As a result, when the SL price was reached, the liquidity provider executed the order at the best available price of 1.14154.'. As can be seen in the paragraph, the SL was reached because the spread was widened. The expansion of the spread was caused by the rollover. In other words, the order was executed at a market price of 1.14154, which is not seen in the chart as the Ask price that was higher than the maximum Bid price of 21:00 M1 EURUSDe candle.

To conclude, Sell orders are closed at Ask price that is not in the chart by default. However, it can be set to the chart by the client. When a Sell order is closed, the client should mind the current spread and in certain cases is likely to have the order executed at the price which is not in the chart.
  • #808
  • Oct 21, 2015 12:03pm Oct 21, 2015 12:03pm
Quoting EXNESS
{quote} Dear Paul2524, thank you for clarification. In my previous reply I should have made it clear that Sell orders are closed at Ask price, whereas MT4 charts are build by Bid price. I regret not having done it. As far as your last question is concerned, it is possible that the client cannot see the price of execution in the chart in case, for example, of a sell order closing at Ask price which is higher than the maximum price of the candle. This example describes the closure of order 1783803. In the reply above there is a paragraph that reads...
Thank you for your explanation above. Even I do not understand all clear but I see your point by the way you explained.
  • #809
  • Oct 21, 2015 12:10pm Oct 21, 2015 12:10pm
Hi, why dont you have the opportunity to deposit NOK with neteller?
  • #810
  • Oct 22, 2015 10:57am Oct 22, 2015 10:57am
Quoting Paul2524
{quote} Thank you for your explanation above. Even I do not understand all clear but I see your point by the way you explained.
Hello, Paul2524.

I will be glad to comment on the points that are not clear.
  • #811
  • Oct 22, 2015 11:18am Oct 22, 2015 11:18am
Quoting knut89
Hi, why dont you have the opportunity to deposit NOK with neteller?
Hello, knut89.

Thank you for your suggestion. We will duly consider it.

At the moment, there are 5 currencies available for NETELLER deposits. These are USD, EUR, JPY, INR, AUD.

For more information, please visit our Deposit and withdrawal page.
  • #812
  • Oct 30, 2015 6:38am Oct 30, 2015 6:38am
EXNESS (CY) LTD's website is now available at www.exness.eu


EXNESS Group is pleased to announce that beginning October 29, 2015 a separate website for EXNESS (CY) LTD (www.exness.eu) will be launched.

The new website will be used for sharing information about the company's trading conditions, opening accounts, and for EXNESS (CY) LTD's clients' access to their Personal Areas.

EXNESS LIMITED (VC)'s clients can continue to use www.exness.com.

EXNESS (CY) LTD's website was launched to comply with changes to CySEC regulations. The company has been licensed by CySEC since 2012.

This innovation will also increase transparency for the clients of both companies and make the website more convenient to use.

Client support specialists are always ready to answer your questions about the EXNESS Group's websites.
  • #813
  • Nov 3, 2015 10:39am Nov 3, 2015 10:39am
Hello exness team , would like to take your kind attention to the point that I have been using two accounts in your company one is in real 2 and other in real4 server , whenever I connect real 2 server from mt4 mobile it gets connected but in real 4 its really making me irritated access point for real 2 main2-europe and real4 dc-06 , so I request you to kindly check the dc-06 access point .

Or please change the access point for real4 server client

Thanks in advance
Re-Incarnated
  • #814
  • Nov 3, 2015 12:01pm Nov 3, 2015 12:01pm
Quoting primejarvis
Hello exness team , would like to take your kind attention to the point that I have been using two accounts in your company one is in real 2 and other in real4 server , whenever I connect real 2 server from mt4 mobile it gets connected but in real 4 its really making me irritated access point for real 2 main2-europe and real4 dc-06 , so I request you to kindly check the dc-06 access point . Or please change the access point for real4 server client Thanks in advance
Dear primejarvis,

thank you for bringing this to my attention.

I would like to ask you to proide the log files from the terminal that you are experiencing disconnections with. You can send them here or at [email protected].

To clarify the situation, I need to know whether you are using 3G/4G or Wi-Fi internet. Have you tried swithching to another internet provider to see if you can get connected to another data centre?

Also, is the situation different when you connect to these two servers from a desktop PC (or laptop) MT4 rather then the mobile platform?
  • #815
  • Nov 3, 2015 12:11pm Nov 3, 2015 12:11pm
Quoting EXNESS
{quote} Dear primejarvis, thank you for bringing this to my attention. I would like to ask you to proide the log files from the terminal that you are experiencing disconnections with. You can send them here or at [email protected] ("[email protected]&quot. To clarify the situation, I need to know whether you are using 3G/4G or Wi-Fi internet. Have you tried swithching to another internet provider to see if you can get connected to another data centre? Also, is the situation different when you connect to these two servers...
I am using an 3g connection but it always shows 2g and while connecting via WiFi there is no problem but a little delay while connecting via dc-06 but from laptop or desktop there is no problem..
Re-Incarnated
  • #816
  • Nov 3, 2015 8:50pm Nov 3, 2015 8:50pm
i see that some deposit options have changed for thailand. Mainly that paysubuy is not used anymore. But this also means that bangkok bank is not supported. Is there any plans to bring back paysubuy? or support more banks for deposit? (e.g. bangkok bank or kasikorn bank?
Measure trends automatically with zero lag
  • #817
  • Nov 4, 2015 11:51am Nov 4, 2015 11:51am
Quoting primejarvis
{quote} I am using an 3g connection but it always shows 2g and while connecting via WiFi there is no problem but a little delay while connecting via dc-06 but from laptop or desktop there is no problem..
Dear primejarvis,

thank you for the reply. It is very helpful.

Apart from it, please provide the log file of your mobile platform that contains full record of the time when you had the above-mentioned disconnections. Also, I am kindly requesting you to provide all the necessary screen shots that may help us deal with the situation (for example, the screen shot where you see 2G connection, and so on).
  • #818
  • Nov 4, 2015 11:58am Nov 4, 2015 11:58am
Quoting ybfjax
i see that some deposit options have changed for thailand. Mainly that paysubuy is not used anymore. But this also means that bangkok bank is not supported. Is there any plans to bring back paysubuy? or support more banks for deposit? (e.g. bangkok bank or kasikorn bank?
Hello, ybfjax.

The payment options have indeed changed. Thank you for noticing.

We are not longer supporting Paysbuy. So far, there are no plans to bring it back.

Instead, we have introduced Krung Thai Bank, Siam Commercial Bank, and Bank of Ayudhya.

I hope you will enjoy our new payment opportunities for Thai clients!

If you need any more information, just let me know.
  • #819
  • Nov 5, 2015 12:30am Nov 5, 2015 12:30am
hi, ive noticed that some times when i put my market order in that my order gets filled up to a few pips from the bid and ask. Like now for example i sold NZD/USDe on the ECN account with a market order for a quick scalp and it filled my order 1 pips below the ask. I've been wondering why this happens.
Believe your right, till proven wrong. Doubt is the greatest enemy.
  • #820
  • Nov 5, 2015 12:55pm Nov 5, 2015 12:55pm
Quoting saoldric
hi, ive noticed that some times when i put my market order in that my order gets filled up to a few pips from the bid and ask. Like now for example i sold NZD/USDe on the ECN account with a market order for a quick scalp and it filled my order 1 pips below the ask. I've been wondering why this happens.
Hello, saoldric.

The prices on ECN are indicative, they represent best bid and ask at the moment. There are other prices at which orders may be executed and which you will be able see if you enable 'Market depth' window.

Also, ECN orders are executed at the interbank market (they have market execution), and after you send the order for execution the price may change before the order is actually executed.

Above is the general information on how ECN orders are executed. For more details, please visit our website's 'Library' here and here.
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