Phantom trade!

• 10/12/2018 at 11:56 AM #82633
  Vonasi

  Reply from IG.

  Thanks for your response.

  Our technical team had a look at what transpired for that one order. It appears that the following day we had a demo pricing issue which we can see several attempts on our order server where you strategy was trying to close the working orders on the 21 July 2018 00:23:39, once this happens the system no longer monitors the working order.

  In the event this happens in the live environment we do conduct investigations and in the event your system was suppose to close a position or open. We correct this by either giving you goodwill cash back to your account or if the price level is relatively close to the level which your system was trying to open we can manually put you in the market

  So I can confirm there was a demo issue which lead to your strategy no longer monitoring that working order. We do apologise for the inconvenience.

  It is not ideal to have orders left abandoned on the market but I’ll mark this as resolved.

   

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  Nicolas

  

  Vonasi

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