Selling Orders are opened on the asked price and closed on the bid price. The MT4 chart shows the selling price and it can be the buying price when the spread is added. Recently, the spreads of the crude oil and gold on the market are particularly high. At the time you mentioned, the bid price of gold did not reach your stop-profit price.

I had 2 real accounts on Exness , one of which was 10844199. At 5:42:37, on the afternoon of April 14th, I placed 0.8 lot on XAU/USD by 1712.590 and set the take-profit at 1710. On the afternoon of 15th, the price plummeted to 1708.613. Even with a 1000-pip spread, I could still close position, but the platform didn’t take profit for me. I have reported the problem to 2 customer service, both paltering with me. I saw the quotation of 1708.613, while the platform denied it by manipulation. Hope it compensate my losses and you investors avoiding being cheated.