First of all, thank you for choosing XM and trusting us! Your XM MT4/MT5 account number is: 29081446, and the order number is #45296818. We have received your reply, and fed it back to the relevant department for detailed investigation. Now our reply is as follows. First of all, XM is a sell-off model and all customer orders are traded at market prices. At platform time, 01:35 on January 18th, due to the rapid price fluctuations at that time, the one-minute price fluctuation was relatively dramatic. At that time, the low spread micro gold GOLD# floated 1952 basis points up and down on the K-line chart in one minute. Your orders was pending and became a gap when the market fluctuated rapidly and pending order price, 1816.00, set by you was not found in market quotes. Since hundreds of frames of quotes are received per second, K-line chart cannot totally indicate all quotes per second. However, the fluctuation of the market did reach the Sell Stop price you set up. At this moment, the system would open the position based on the next efficient market price, 1804.93. In addition, XM is a floating spread, changing based on the market conditions, and the actual market quotes at the time shall prevail. Your order #45296818 is an empty order that is the closing of the position at the bid price. However, K-line chart shows sale prices and should plus spread at the time to equal the bid price. At 01:35, GOLD# fluctuated greatly. After the system reached your Sell Stop price, a stop-loss close order was triggered, and the next effective price would close your position for you. I hope you can understand as the gap was caused by market reasons and was uncontrollable. Thank you again for your support and understanding of XM! Thanks.

XAU/USD 1816 short order, but it was opened at 1804. It is ridiculous that the lowest spread in the day of mt4 is 1805.18. In any case, there is no 1804. The order was pulled directly to the 1817 stop loss, and the customer service for such a serious slippage randomly found an official reason to deal with the matter.