XM

Dear Goldcourse,

Absolutely nothing is affected!

Trading, Deposits, Withdrawals, New Development of Products and all related areas all continue 101% normally.

Thank you,

Andrey

Dear All,
I think there may be some problem with XeMarkets or Cyprus Bank. I have done a bank wire transfer of 3k on the 11th March 13. Till to-date, 22nd March 13, i still have not got the 3k plus 3k bonus into my account yet. Was told by Xemarket that this is due to the bank holidays. But then, 11th March to 22nd March, about 10 working days already. Now i am starting to lose confidence with XeMarkets.
Can someone from XeMarkets offer a good explanation on this issue?
Thank you.

Rgds,
Poon
Singapore

I can confirm one of my clients got their full withdrawal of about $3k in one account. We have decided to let another account with larger amount continue trading.

The recent news about Cyprus bank bailout did have an effect on the locals and definitely on the reputation of Cyprus businesses, even if they didn't do anything wrong.

For the most part, I do like XeM and hope they can weather these news announcements. That said, I agree fully with the recent comments in ForexMagnates about just waiting and seeing; you cannot rely on a broker statement fully in these cases. You can only ask questions and then evaluate the performance.

Dear All,
My 3k deposit has been credited into my trading account today, after about 10 working days. Will do more deposits, 600 dollars daily, to get the maximum 30k bonus. Will update u guys.
Thank you.

Rgds,
Poon

@xemarkets:
what is your GMT?
thanks.
greeds zack

Dear Zackery,

Can you explain what you mean by: "what is your GMT?"

Thank you,

Andrey

Greenwich Meaning Time ( Winter ,and Summer Time changes in March and Nov. every year.

Dear Zackery,

Daylight Saving Time changes will be applied on Sunday, March 31st 2013.

Thank you,

and what is than the GMT ( for Summer) ?
greeds zack

Dear zackery,

Summer Time begins on the last Sunday in March (GMT +3). Until the time changes have taken place, our platform time is GMT +2.

Best regards,
Andrey

On what hour do you open the plaform for trading on sunday? (please specify time zone too)

Dear aiming4stars,

Оn Sunday March 31st 2013 the XEMarkets Server Time will be set one hour ahead to GMT+3 instead of GMT+2 due to the European Daylight savings.

Starting from next week, XEMarkets trading hours will be between Sunday 00:05 (GMT +3) and Friday 23:50 (GMT +3).

Best regards,
Andrey

Xemarkets ( trading Point ) my best Broker . My live account from more than one year and there is no any problems , i love them , Thank you Xemarkets

I decide to post here to share my withdrawal experience with trading point or rather xemarkets. Everything that I have written is based on my true personal experience and I hope that all of you can be my judge to the numerous disappointing encounters I have over the past weeks. Most importantly, I sincerely wish the xemarket representative can assist to follow up with my case as I have simply no one to turn to.

Below are the experiences which I encountered:

1. 16 March - There is some issues with my credit card (I use this card to deposit my fund) and it had been replaced by a new card. I email to my account manager, Silvia Vassileva for a solution.
2. 18 March - She replies me the supporting documents needed to verify the account. In between there are some telephone calls.
3. 20 March - I email her the documents she requested for. There are no replies from her, no call and no email, whatsoever.
4. 21 March - I ask her if the documents are okay. No replies.
5. 22 March - I use the live chat to contact the back office and request for help. Silva called me and exclaimed in an unprofessional manner and demand that I made a official withdrawal request. At this point, I am flabbergasted at her attitude, but not wanting to delay things any further. I immediately post a withdrawal on the website and send her an email for follow up. Please note that she make no attempt to reply or contact me during these period or assist to follow up.
6. 25 to 27 March - as I am already disappointed with the account manager, I approach the live chat for help. Over the three days, I keep repeating the same things and the staff has kept assuring me that she will contact the back office and they will reply within the days. Again no action, no replies, no calls but just an anxious customer worried and puzzled what he can do to withdraw his very own fund. Just imagine what u will do if u were me.
7. 28 March - I made an call-back request from silva hoping she will have some good news for me. Guess what? She flatly replied that no withdrawal had been made. Can anyone imagine what sort of reply is this? If there is no withdrawal, why didn't she say so earlier, when I had actually sent her a note stating that I have withdrawn on the very same day. There is absolutely no customer service by her, no follow up, and what more she is giving me the impression that its my fault over our phone conversation. Imagine the tumoult, that I am undergoing? Not wanting to senselessly argue with her, I made another withdrawal the very same day and email her with a screenshot of my withdrawal.

The above are true accounts of the experiences which I have and till now, I have no idea what is happening over their end. Btw, my account number is 37325. By posting here, I wish at least someone will assist to resolve the issue and I also share my greviances in using trading point as my broker.

Please note that everything I written here are true and in no way undermining trading point / xemarkets as a "genuine, reputable" brokerage firm in providing the kind of " top notch" services that customers are expecting from!

I hope there will be a happy ending to my case and I will post here again if there are any updates.

An update on the withdrawal.

The account manager earlier called to inform they are processing the withdrawal. Let see if I can receive the amount after 5 working days. Shall post a further update once everything is cleared.

Thanks

Dear Nutkaze,

Although your withdrawal has been processed normally it is our obligation to apologize for the inconvenience caused with miscommunication of your account manager and our backoffice desk which has essentially caused your inconvenience and the delay.

Since you requested a withdrawal to a different card from the initial card you used to deposit funds the backoffice desk was required by law to request additional documentation.

Kindly note that based on our records the last withdrawal request you sent was on 18th March and was cancelled from your side. Your account manager has addressed the issue and was providing you her assistance and guiding you on how to request a withdrawal request again since you requested a withdrawal to a different card from the card originally used to deposit.

Regardless of what has happened in the situation you have experienced, we feel fully responsible and concerned with the fact that you felt disappointed. We would like to apologize for any inconvenience that this situation may have caused. We appreciate your feedback and we can assure you that we will do our best to make sure that none of our existing and future clients will ever feel unsatisfied.

Andrey

Dear Audrey,

As communicated with Silvia, I have accepted her apology and likewise here in forex factory, I will accept your apologise as well.

I wish to emphasize that I am not being a difficult customer and is not being unreasonable especially in this case. I just want to be fair and as much as possible, hope to get my case resolved soon, as it has been dragging for too long.

If you have referred to my previous posting, I have listed down specifically what I have experienced over the past weeks. I have also mentioned earlier that Silvia has told me the steps to follow and I did follow in accordance to what she have told me. What I really find it disappointing is the way which the case is handled. There is a lack of communication and follow-ups to my enquiry and I have really no idea what is going, I just feel like a ball waiting to be passed all over the court, with no one bother to take ownership of this "ball".

To be fair, such mis-communication issue does occur in each and every firm especially if they are handling mass volume of enquiries (with the ongoing saga surrounding the cyprus bailout, I bet Xemarkets is too finding it tough to close the high amount of case log files on their hands - I maybe wrong on this), but isn't this to be sorted among yourselves? Please try not to get me implicated in your operations as I am just a small fry trying to learn as much as possible in this deep pool of forex world. As an obedient but demanding customer, I just want my fund to be handled properly in a quick and precise manner (just as simple as this)

Nevertheless, being as fair as I am, I must admit that the way which you handle this feedback is indeed very fast and efficient. Any loophole is closed fast and all actions are carried out within this 24 hrs after I provide my feedback. Well done and a pat on your shoulder. Now, I am just waiting for my fund to come to my account and I will give you another fair review.

Dear Nutkaze,

Thank you for your kindness.

In our opinion there is no such thing as a difficult customer;

From what I was explained by Silvia; the miscommunication with the beneficiary card occurred as a result of a true miscommunication of Silvia with the back office desk due to the unique case with the different credit cards used to deposit and withdraw.

I will be expecting your feedback that the funds have been well received.

Have a great weekend.

Andrey

To be honest if you use a credit card to fund any forex broker accounts they will be a little more touchy about verification / further withdrawals due to money laundering protection. If I really need to deposit with a CC, I usually do it through moneybookers first.

Ok. An update on the withdrawal status. I have received the money on my credit card account. Thanks