FXTM
FXTM
Partial withdrawal processed; remaining balance withheld
描述
Requested a full withdrawal of USD 5,200. Only USD 2,000 was processed, with the remaining USD 3,200 held without explanation. The complainant was informed that a 'bonus lock' applied to the remaining balance despite not having actively opted into a bonus program. The complainant asserts the bonus was automatically applied during deposit and the lock conditions were not clearly communicated.
涉及金额
USD 3,200
支持证据
- withdrawal-confirmation-partial.pdf
- deposit-receipt.pdf
- bonus-terms-page-screenshot.png
投诉时间线
2025-08-05
2025-08-05
2025-08-05
2025-08-05
2025-10-30
平台回复
Commission Structure Transparency Enhancement
Saxo Bank acknowledges the feedback from IFCCI regarding the complexity of our tiered commission structure. We are currently developing a unified cost comparison tool that will allow clients to view total trading costs (spread + commission + overnight fees) for any instrument across all account types in a single view. This tool is scheduled for release in Q3 2026. In the interim, we have published a simplified fee comparison guide on our pricing page.
Pending verification. IFCCI will review the simplified fee comparison guide and monitor the development of the unified cost comparison tool.
IFCCI研究回复
IFCCI has reviewed the complainant's documentation and notes that bonus lock mechanisms attached to deposits remain a significant consumer protection concern in the retail trading industry. IFCCI has formally requested FXTM's compliance team to clarify the opt-in mechanism for the bonus program and provide evidence that the complainant was presented with clear disclosure of lock conditions prior to the bonus being applied. A response deadline of 30 days has been set.
Legal Disclaimer
IFCCI 透明度计划是一项独立研究倡议,不构成监管监督、专业财务建议或官方合规认证。所有发现均代表基于研究的观察,旨在促进金融行业的透明度对话与知情评估。FinScope 是为支持本计划面向公众的数字界面而开发的技术平台。