Chat transcript with ICMarkets on 8-May-2018 Name: Nicolas Zouein E-mail: xxx@hotmail.com Do currently have a live trading account?: Yes If yes, please quote your live account number: 1000021610 Chat Started >>>>>>>>>> Polina Tue, 05/08/18 08:33:23 am Asia/Beirut Hello Nicolas Zouein. How may I help you? Hello Nicolas Zouein 08:33:31 am hello Polina 08:33:43 am How can I help you? Nicolas Zouein 08:33:53 am i was wondering why is my account balance -400 ? Polina 08:34:26 am May I have your account number please? Nicolas Zouein 08:34:36 am 1000021610 Polina 08:34:50 am One moment please I can see that your last trades were in November 2017. 08:38:41 am most of them closed due to Stop Loss and one of them due to Stop out 08:39:08 am Nicolas Zouein 08:39:12 am yes i'm not using this account anymore because i dont understand why it is in a minus so what does this mean? Polina 08:40:16 am This means that your account is in negative and you need to clear the negative balance by depositing the same amount. Nicolas Zouein 08:40:34 am really? Polina 08:40:44 am Once you deposit the negative balance and you clear it, you can then contact us to add the same amount to your account. Nicolas Zouein 08:40:46 am so is this a rip off or what now? on top of what i lost "my original balance" you're gonna rip me with 440 usd? 08:41:15 am Polina 08:42:10 am At the moment you have negative balance -441.39 USD. Since we do not offer negative balance protection, you need to clear the negative balance of your account by depositing the same amount. Once you deposit, the balance of your account will become 0. You can then contact us and we will add the same amount to your account. Nicolas Zouein 08:42:44 am why did you allow my account to go into a minus?? this never happened with other brokers 08:43:04 am Polina 08:43:59 am Our platforms are set to automatically close your positions when your margin requirement reaches 50% (stop out level). This process is automated and is not a guarantee that your account will not enter into a negative equity situation. If the stop level is reached a market order is triggered to close your open positions at the next available price in the market. You areresponsible for any negative balance in your trading account. Nicolas Zouein 08:43:59 am if i deposit 500 to play forex it means this is the max amount i'm willing to loose and not 500+440 this is a rip off, this never happened to me ever with any other broker 08:45:26 am its not my responsibility how you stop out the account 08:46:14 am you should not make me pay this difference, it is your systems fault Polina 08:46:52 am Give me one moment please. Nicolas Zouein 08:47:14 am please settle this story so we can deposit and use the account gain Polina 08:52:01 am Please hold on. Nicolas Zouein 08:52:10 am ok Polina 08:55:47 am https://cdn.icmarkets.com/uploads/CFD-PDS.pdf Nicolas Zouein 08:56:00 am what is this now? Polina 08:56:58 am Please read our PDS where you can see that you need to always keep balance to cover your required margin : http://prntscr.com/jf4ga1 http://prntscr.com/jf4gkt 08:57:17 am Nicolas Zouein 08:58:07 am it's your server fault if it doesnt calculate properly and close positions according to the users balance anyway i understand from you that this matter can not be resolved? we all know that no one takes money from forex, we just trade to have fun it's like a casino so why not settle this issue for me 08:59:49 am Polina 09:00:33 am I have checked your trade now which was stopped out. You were trading EURUSD symbol during major USD news releases on the 3rd of November. http://prntscr.com/jf4hc9 You had a Sell position. During news releases the spreads are high due to low liquidity in the market. 09:01:01 am Nicolas Zouein 09:01:03 am why do you make me ask to resolve something which is not my fault in the first place. your system should have closed this trade according to my balance Polina 09:01:17 am As a trader it is extremely important to be aware of scheduled news events and to actively manage your risk/exposure around these times. Nicolas Zouein 09:01:35 am its not my fault about spreads and i don't know what.. why this doesn't happen anywhere else? as a trader i have peace of mind that what i deposited in my account is my maximum loss. 09:02:14 am Polina 09:02:30 am Please note that if we are at fault at any point, we take full responsibilities of the incurred losses, however, if a loss is entirely due to not being aware of the market conditions and not fully aware of potential risk attached with your trading during certain time, unfortunately, in those circumstances, covering losses is totally a responsibility of clients. We do not offer negative balance protection and clients are responsible for any negative balance occurs in their account. Nicolas Zouein 09:03:10 am as u like. Polina 09:03:18 am As already mentioned, it is your responsibility to clear the negative balance of your account. Nicolas Zouein 09:03:20 am so simply go away? Polina 09:03:35 am once this is done, as a gesture of goodwill we will add the same amount to your account. Nicolas Zouein 09:03:46 am i really dont believe how you treat you customers Polina 09:04:21 am We will be able to add to your account -441.39 USD which is your negative balance, once you clear it from your side. Nicolas Zouein 09:04:54 am so whats the difference now if i pay and you give or you give and i pay?? in both cases no one will take your money please resolve this issue as a gentelwoman without making me beg for a mistake that is not mine 09:06:07 am zero the account and delete it i dont want it, i'll open a new one. Polina 09:06:58 am Unfortunately, this is not possible. Nicolas Zouein 09:07:34 am frankly i'm afraid to go by your solution, maybe you're trying to make me pay this amount and you don't stick to your promise, i dont know Polina 09:07:40 am Mr Nicolas, I have now created a ticket for you. My supervisor will review your account once more, and provide you more details. Nicolas Zouein 09:08:08 am ok Thank You Polina 09:08:22 am You are welcome. Duration: 36m 27s Chat started on: https://secure.livec....com/licence/1605601/v2/open_chat.cgi E-mail from LiveChat <<<<<<<<<<<<<<<<<<<<<