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EXNESS anyone? 38 replies

EXNESS official representative 1,346 replies

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ExNess

  • #1,861
  • Apr 22, 2016 3:21pm Apr 22, 2016 3:21pm
Dear Exness clients,

Everyday we are receiving a considerable number of compensation requests from clients all over the world. All such requests are registered and categorised. We can assure you that all trading losses caused by DDoS-attacks will be compensated.

As minor attacks are still ongoing, our top priority is to block and prevent them. Usually such cybercrimes are short-lived. This case, however, is an exception. For this reason Exness management have decided to process all compensation requests when the attacks have ceased.

Every single request will be thoroughly processed and every single client will be informed personally.

I rely on your patience and understanding and am always available here or at [email protected].
  • #1,862
  • Apr 23, 2016 2:49am Apr 23, 2016 2:49am
Quoting EXNESS
Dear Exness clients, Everyday we are receiving a considerable number of compensation requests from clients all over the world. All such requests are registered and categorised. We can assure you that all trading losses caused by DDoS-attacks will be compensated. As minor attacks are still ongoing, our top priority is to block and prevent them. Usually such cybercrimes are short-lived. This case, however, is an exception. For this reason Exness management have decided to process all compensation requests when the attacks have ceased. Every single...
Its a logical decision by the exness management. But can you please give us the tentative time for payment of our compensation????
  • #1,863
  • Apr 23, 2016 4:28pm Apr 23, 2016 4:28pm
this is a major broker in the market (supposedly). wow.

can't sort out DDOS attacks cause you guys were not prepared in the first place.

I suggest you process compensation requests asap before your reputation suffers a critical blow and you go out of business.
  • #1,864
  • Apr 24, 2016 8:41am Apr 24, 2016 8:41am
No response from EXNESS representative clearly shows the non professional behavior of EXNESS management. Lets all who have lost due to server failures by DDOS attack and not compensated by the EXNESS may launch a joint complaint in FPA.
  • #1,865
  • Apr 24, 2016 5:49pm Apr 24, 2016 5:49pm
Quoting qureshimeq
No response from EXNESS representative clearly shows the non professional behavior of EXNESS management. Lets all who have lost due to server failures by DDOS attack and not compensated by the EXNESS may launch a joint complaint in FPA.
Dear qureshimeq,

thank you for your post.

There is no reason for worrying as there is always a response from me. It may take a little longer at weekends, though. Thank you for understanding.

Now to your question! Tomorrow (April, 25) I will receive the information from IT on whether we are still having minor attacks, so that I could give you approximate time when each client is going to receive their compensation. I expect that this week will be assigned for processing the affected trades and calculating the compensations. But, as I said earlier, all clients who have approached me here or at [email protected] will be given priority.

I am sorry for having made you wait for this long.

Rest assured you will be kept updated on every development in the matter.
  • #1,866
  • Apr 24, 2016 6:10pm Apr 24, 2016 6:10pm
Quoting asgcorp
this is a major broker in the market (supposedly). wow. can't sort out DDOS attacks cause you guys were not prepared in the first place. I suggest you process compensation requests asap before your reputation suffers a critical blow and you go out of business.
Dear asgcorp,

thank you very much for the message!

I believe you have received an email from us giving details on the whole situation. More information can be found in our News: https://www.exness.com/news/article/..._ddos_attacks/.

Apart from that, I can certainly say that now we are much better prepared. As you may have noticed, this matter has been fully sorted out by now. Even when attacks are still ongoing, all our clients can easily and quickly connect to any trading server, which is a clear indication of how stronger we have grown over these past couple of weeks.

If you have any questions, please do let me know!
  • #1,867
  • Edited 12:47am Apr 25, 2016 12:08am | Edited 12:47am
Quoting qureshimeq
No response from EXNESS representative clearly shows the non professional behavior of EXNESS management. Lets all who have lost due to server failures by DDOS attack and not compensated by the EXNESS may launch a joint complaint in FPA.
It's childish to say they are non professional at this moment. Exness representative is always replying to this thread & updating about the situation on timely basis. Considering the number of requests they could have received due to recent DDOS Attack one should give them some more time to get back to individual complaints. Btw today is the 14th day since my complaint is due but still i am waiting patiently
  • #1,868
  • Apr 25, 2016 8:42am Apr 25, 2016 8:42am
Quoting Forexgain
{quote} It's childish to say they are non professional at this moment. Exness representative is always replying to this thread & updating about the situation on timely basis. Considering the number of requests they could have received due to recent DDOS Attack one should give them some more time to get back to individual complaints. Btw today is the 14th day since my complaint is due but still i am waiting patiently
With this statement I hope you will get your claim soon. Are you panted by EXNESS????
  • #1,869
  • Apr 25, 2016 8:42am Apr 25, 2016 8:42am
Planted
  • #1,870
  • Edited 9:33am Apr 25, 2016 9:18am | Edited 9:33am
Quoting qureshimeq
{quote} With this statement I hope you will get your claim soon. Are you panted by EXNESS????
Lol

Buddy, Yelling on someone or posting negative feedback doesn't always work but when situation demands then i don't hesitate to do that as well. They will either compensate or decline our claim, at-least wait for either to happen.
  • #1,871
  • Apr 25, 2016 4:50pm Apr 25, 2016 4:50pm
Hello, qureshimeq and Forexgain!

Thank you for the messages!

The compensations are very likely to be paid this week.

The complaints department are processing forum complaints first. By 'forum complaints' I mean the complaints of clients who contacted us on forums and me personally at [email protected].

I am grateful for your patience.

Please do let me know if I can be of any help.
  • #1,872
  • Apr 25, 2016 8:35pm Apr 25, 2016 8:35pm
Thank you very much exness representative. Also thanks forexgain.
  • #1,873
  • Apr 26, 2016 2:13am Apr 26, 2016 2:13am
Quoting EXNESS
Hello, qureshimeq and Forexgain! Thank you for the messages! The compensations are very likely to be paid this week. The complaints department are processing forum complaints first. By 'forum complaints' I mean the complaints of clients who contacted us on forums and me personally at [email protected]. I am grateful for your patience. Please do let me know if I can be of any help.
Has the process of paying the compensation started? If so, when is the soonest that the client will receive their compensation? If the process hasnt started, on which day will it start? Tq
  • #1,874
  • Apr 26, 2016 5:37am Apr 26, 2016 5:37am
Quoting bronx8889
{quote} Has the process of paying the compensation started? If so, when is the soonest that the client will receive their compensation? If the process hasnt started, on which day will it start? Tq
Hello, bronx8889.

Thank you for the question.

The process of calculating compensations has already started. I am expecting that the compensations will start to be paid this week as well.

Would you please remind me your account number in a personal message, so that I could make sure your request is market as 'forum complaint'?
  • #1,875
  • Apr 26, 2016 8:51am Apr 26, 2016 8:51am
Quoting EXNESS
{quote} Hello, bronx8889. Thank you for the question. The process of calculating compensations has already started. I am expecting that the compensations will start to be paid this week as well. Would you please remind me your account number in a personal message, so that I could make sure your request is market as 'forum complaint'?
i've sent you my acc number through private message
  • #1,876
  • Apr 26, 2016 8:44pm Apr 26, 2016 8:44pm
To Forexgain and Exness Representative

The following is the response received from EXNESS support. Do you think it is justified????

"
Rohan Gubbala https://www.exness.com/images/member/arrow_green_sd.png EXNESS Support
Dear client,
We would like to update you on the status of your complaint regarding issues caused by the recent DDoS attacks.
As there are more than 1,000 requests at the moment, our Complaints department specialists require more time to process your request and will be in touch with you within 10 working days.
Rest assured that we are looking into each case carefully and will make necessary compensations should the losses be found to be a result of the DDoS attacks.
We sincerely apologize for the delay and thank you for your kind understanding and patience.
  • #1,877
  • Apr 26, 2016 9:31pm Apr 26, 2016 9:31pm
Quoting qureshimeq
To Forexgain and Exness Representative The following is the response received from EXNESS support. Do you think it is justified???? " Rohan Gubbala https://www.exness.com/images/member/arrow_green_sd.png EXNESS Support Dear client, We would like to update you on the status of your complaint regarding issues caused by the recent DDoS attacks. As there are more than 1,000 requests at the moment, our Complaints department specialists require more time to process...
to be honest, i strongly disagree on the amount of time taken to resolve this issue. Let's say they are dealing with 2,000 requests. Out of this 2,000 , how many of those are requests backed with complete evidence (MT4 log, screenshots). Even if all 2,000 requests came with complete evidence, they need to compensate 200 requests per business day. If the specialists work for a standard of 8 hours per day, that means they are handling 25 compensations per hour. That, to me is a very small number. Even if only 1,000 requests, the number of complaints to go through per hour is very little. Exness, we deserve to get our compensation processed immediately. Your success is backed by your loyal clients who have been waiting for more than 8 business days already, so please get this settled soon
  • #1,878
  • Apr 26, 2016 10:50pm Apr 26, 2016 10:50pm
Quoting qureshimeq
To Forexgain and Exness Representative The following is the response received from EXNESS support. Do you think it is justified???? " Rohan Gubbala https://www.exness.com/images/member/arrow_green_sd.png EXNESS Support Dear client, We would like to update you on the status of your complaint regarding issues caused by the recent DDoS attacks. As there are more than 1,000 requests at the moment, our Complaints department specialists require more time to process your request and will be in touch with you within 10 working days. Rest assured...
What can i say buddy, i did receive the same message. I am also started running out of my patience
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  • #1,879
  • Apr 26, 2016 11:03pm Apr 26, 2016 11:03pm
Quoting bronx8889
{quote} to be honest, i strongly disagree on the amount of time taken to resolve this issue. Let's say they are dealing with 2,000 requests. Out of this 2,000 , how many of those are requests backed with complete evidence (MT4 log, screenshots). Even if all 2,000 requests came with complete evidence, they need to compensate 200 requests per business day. If the specialists work for a standard of 8 hours per day, that means they are handling 25 compensations per hour. That, to me is a very small number. Even if only 1,000 requests, the number of...
to be honest they should not only look into the complaints, but all trades that potentially affected with the DDoS. Now that would be the right thing. would...but will?

the simple and quickest solution would be to reset all balances and trades ( win or loss) to the beginning of DDoS attacks from the end of it. just void all trade of those days.
since the broker/servers/ and trading at large haven't function as it should be, that would be a fair blanket solution. to everyone, including Exness, if of course fair play is that matter.
given that most trades stayed in house, the loss for broker would be minimal, the resolution for traders extra swift.
there is always, always another trade!!
  • #1,880
  • Apr 27, 2016 12:04am Apr 27, 2016 12:04am
Quoting profitfarmer
{quote} to be honest they should not only look into the complaints, but all trades that potentially affected with the DDoS. Now that would be the right thing. would...but will? the simple and quickest solution would be to reset all balances and trades ( win or loss) to the beginning of DDoS attacks from the end of it. just void all trade of those days. since the broker/servers/ and trading at large haven't function as it should be, that would be a fair blanket solution. to everyone, including Exness, if of course fair play is that matter. given...
yea, resetting it was one of my suggestions that i sent to Exness as well. That certainly wont take even hours to do
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