Exness USOIL Trading Loss and Dispute Over $52,000 Account Balance

I was a client of Exness (SC) Ltd in Seychelles, regulated by the Seychelles Financial Services Authority (FSA) under Licence No. SD025, and I am writing because my complaint has been closed after more than two years without, in my view, a fair or satisfactory outcome. My Exness Account ID is 125064***, a Standard account that I opened in June 2023. I started trading in October 2023, mainly on the USOIL instrument through the Exness app. I invested approximately USD 18,000, and before the disputed incident my trading balance was around USD 52,000. On 12 June 2024, a serious incident occurred in my account. I maintain that my positions at that time were properly hedged and that Exness’s actions, including the closure of my positions and the way its stop‑out and protection mechanisms worked in that moment, caused substantial financial losses to me. This was not an ordinary trading loss that I simply accepted; it effectively wiped out a trading balance that had reached approximately USD 52,000. The day after the incident, on 13 June 2024, I submitted a complaint to the Seychelles FSA and started a formal process. Over the following period, I continued to cooperate and communicate with the authorities, providing information and supporting documentation and repeatedly asking for the matter to be examined in depth and explained clearly. At one stage in this process, Exness offered me USD 4,000 as a goodwill payment. I declined this offer because I wanted the underlying dispute to be properly investigated and resolved rather than simply accepting a partial payment without satisfactory answers to the fundamental issues and technical questions about how my positions were handled. Despite my persistence and the seriousness of the amount involved, I was ultimately informed that the FSA had closed my complaint by letter dated 15 July 2026. After spending more than two years pursuing this matter, I was told that my complaint had been closed and that I could potentially submit a new complaint with supporting documents. This has left me deeply disappointed. My questions are straightforward. If my original complaint was investigated, why were the fundamental issues not properly resolved and clearly addressed? If the investigation was incomplete or insufficient, why was my original complaint closed after such a prolonged period and why was I advised to start again by submitting a new complaint? Because I was not satisfied with this situation, I also approached the Office of the Ombudsman of Seychelles. I was subsequently informed by Ms. Carmen C***, Legal / Investigation Officer, that a meeting had been held with the FSA regarding my case. I was told that the FSA confirmed my complaint had been closed by its letter of 15 July 2026 and that the FSA suggested I could lodge a new complaint with supporting documents. I was further informed that the Ombudsman’s office would respond after receiving further instructions from the Ombudsman. I am still waiting for any meaningful resolution or clarification. I request that Exness and the relevant authorities review this matter again, provide a detailed and transparent explanation of what happened to my positions on 12 June 2024, and refund the full amount of my lost balance of approximately USD 52,000. In addition to restoring this balance, I also ask for appropriate compensation for the damage and stress caused by this incident and by the lengthy, unsatisfactory complaint process in which my fundamental questions remain unanswered.