I have been trading with XEONE from…
I have been trading with XEONE from 2023 , and unfortunately, my experience has been very disappointing.
The biggest issue I have faced is continuous negative slippage. Almost every trade experiences negative slippage, resulting in worse execution prices and unnecessary losses. I understand that slippage can happen in volatile markets, but if that is the case, why is there almost never any positive slippage? In my experience, negative slippage happens repeatedly, while positive slippage is practically non-existent.
Another major concern is the execution lag. There is a noticeable delay when opening trades and also when closing trades. For traders who trade XAUUSD, these delays can make a significant difference and directly affect profitability.
I have also experienced wider-than-expected spreads on the Raw Account, which further impacts trading performance.
In addition, customer support has been very poor. Emails often go unanswered, and responses are delayed. Even when I raised detailed concerns about execution quality, it took considerable time to receive a response, making the overall support experience frustrating.
I have provided screenshots and trade examples to the support team, but these are only a few examples. I have requested that they investigate my entire MT5 account history, as the issues are recurring throughout my trading activity and not limited to a few trades.
At this point, I am waiting for a proper investigation and resolution. If these execution issues are not resolved and I am not fairly compensated, I will withdraw my entire trading balance from XEONE.
I hope XEONE takes these concerns seriously and improves its execution quality, transparency, and customer support. Until then, I believe prospective traders should carefully evaluate these issues before opening an account.
Besvarelse fra XeOne Prime
Dear Gaurav Sonar,
Thank you for taking the time to share your detailed feedback. We sincerely regret that your experience has not met your expectations.
At XeOne, we take concerns regarding trade execution, slippage, spreads, and customer support very seriously. We have already acknowledged your request and initiated a comprehensive review of your trading account, including your complete MT5 trading history rather than only the examples provided.
Regarding slippage, it is important to note that both positive and negative slippage are natural outcomes of market execution and depend on factors such as market liquidity, price volatility, order size, and the availability of executable prices at the time an order reaches the liquidity providers. Our execution model does not intentionally favor negative slippage, and our investigation will verify whether your executions were consistent with prevailing market conditions.
With respect to execution speed and spreads, we are also reviewing the execution logs, latency records, and pricing received from our liquidity providers during the periods you highlighted. If any irregularities are identified, we will address them in accordance with our internal policies.
We also apologize if our response time did not meet your expectations. We recognize the importance of timely communication and are working to improve our client support experience.
Our team is committed to conducting a fair, transparent, and thorough investigation. Once the review is complete, we will share our findings with you and, where applicable, discuss the appropriate resolution.
We appreciate your patience and the opportunity to investigate your concerns. Client trust is extremely important to us, and we remain committed to maintaining a transparent and fair trading environment.
Kind regards,
XeOne Support Team