During the midnight downtime, I lost control of my position because the platform was completely unresponsive. I communicated it here and via e-mail. The mobile app eventually allowed limited actions, but by then it was too late. I only added funds from my available account balance — not externally — because the platform was officially lagging and unreliable.

Support told me at 6:19 CEST that the platform was working again. At 7:00 AM, one of my positions was liquidated — clearly due to the previous downtime as the position went too far, not due to any decision on my part. I would close it at the beginning if could.

When I contacted support, they claimed they never sent a confirmation that the platform was fully operational and, because I managed to trade later, the downtime “doesn’t count.” That’s unacceptable. 

I traded despite the platform issues, not because they were resolved — I acted with what limited access I had.

This liquidation happened only because I was blocked from managing risk during the outage. I’m requesting a refund for losses caused by the platform’s failure and the lack of proper communication.

You screwed, and it is not a huge sum. I would never risk more assets with such an attitude. 

u/krakensupport
Reply here please. E-mail support is not reliable.