MetaTrader 5's Failure To Oversee The Firms Operating On Its Platform

I had assumed that a globally used platform like MetaTrader5 would carefully vet the reliability of the institutions using its infrastructure and would not cooperate with shell companies or firms that victimize investors. However, the incident I experienced involving Xylo Markets and Imperial Markets Solutions completely shattered my confidence in all institutions operating through MetaTrader5, and like many other investors, I found myself a victim after placing my trust in this platform. Despite having a balance of 23,441 USD in my account, as clearly evidenced by my account screenshots, records and other supporting documents, I was not allowed to withdraw my money and was confronted with an additional payment requirement. The withdrawal request appeared in the system as “Under Review” yet instead of processing my payout, I was told that I had to make an extra payment allegedly due to an “exchange rate difference.” In order not to lose my existing funds and in the hope of recovering my balance, I was forced to pay ₺31,700 to the account details they provided in the name of third parties. Even after this payment of ₺31,700, my 23,441 USD balance was still not released. In addition to my own screenshots, I have also shared with you the finance department document sent by Xylo Markets, which shows my 23,441 USD balance, the USDT transfer details and confirms that I paid ₺31,700 upon their request. This document further supports that I had sufficient funds and fulfilled the extra payment condition they imposed, yet my withdrawal was still not processed. I live in Ankara, Türkiye, and carried out all these transactions through MetaTrader5 while using the Xylo Markets infrastructure. Throughout this process, I was told that my funds were under the “assurance” of MetaTrader5, which was one of the main reasons I trusted the platform. Later, through my correspondence and checks, I learned that the transactions claimed to have been carried out on my behalf were either not actually executed or were not reflected as they should have been, which strengthened my suspicion that I had been deliberately misled. My expectation from MetaTrader5 is, first and foremost, the full refund of the 23,441 USD shown in my account and the ₺31,700 I paid under the name of an exchange rate difference, or alternatively, that MetaTrader5 assume responsibility and ensure that these amounts are fully paid out to me by Xylo Markets and related parties. In addition, I request that MetaTrader5 conduct a thorough investigation into Xylo Markets, Imperial Markets Solutions and all other institutions involved in this process, take the necessary steps to protect investors and prevent similar grievances, and share with me in writing the result of this investigation and the concrete measures taken. I am filing this complaint so that my losses are remedied, my trust is restored, and other investors are not victimized in the same way.