FAQ Main Categories

● Supporting Documents
● Trading Accounts
● Deposits/Withdrawals
● Trading Platforms
● Supported Features of broker

Supporting Documents
1. What supporting documents do I need to provide if I want to be your client?

● A color copy of valid passport or other official identification document issued by

authorities (e.g. driver's license, identity card, etc). The identification document must
contain the client's full name, an issue or expiry date, the client's place and date of birth
or tax identification number and the client's signature.
● A recent utility bill (e.g. electricity, gas, water, phone, oil, Internet and/or cable TV
connection, bank account statement) dated within the last 6 months and confirming your
registered address.

2. Why do I need to submit my documents for account validation?

As a regulated company, we operate in accordance with a number of compliance-related issues

and procedures imposed by our main regulatory authority, FSA. These procedures involve the
collection of adequate documentation from our clients with regards to KYC (Know Your Client),
including the collection of a valid ID card and a recent (within 6 months) utility bill or bank
account statement that confirms the address the client has registered with.

3.Do I need to upload my documents again if I open a new trading account and my
first account was already validated?

No, your new account will be validated automatically, as long as you will use the same
personal /contact details as for your previous account.

4.Can I update my personal information?

If you wish to update your email address, please send an email to …(Official Support Email of the
broker )……. from your registered email address.
If you wish to update your residential address, please send an email to ( Official Support Email of
the broker ) from your registered email address and upload the POR (not older than 6 months)
confirming that address in the Members Area .

Trading Accounts

1.How can I open a trading account?

…….

2.How long does it take to open a trading account?

In case you fill out all details correctly, it takes within 24 hours.

3. How can I start trading?

If you have already opened a trading account, received your login details by email, submitted your
identification documents for account validation, and made a deposit; the next step is to
download the trading platform of your choice.

4.What trading account types do you offer?

………..

5.Do you have a Swap Free trading accounts?

…..

6. Is it possible to lose more money than I deposited?

No, you cannot lose more than the amount you deposited. Should the slippage of a certain
currency pair cause a negative balance, it will be reset automatically with your next deposit.

7.Can I lose the bonus? Do I have to refund it if I lose it?

As the bonus amount is part of your equity and can be used for trading, it is possible for you to
lose it. However, you do not have to refund it, moreover, according to the Bonus Terms and
Conditions, you can receive a new bonus on your new deposit.
8.Is my money safe?

We ensure the safety of client funds and consumer protection as per the applicable laws and
regulations. Thus, the measures that …..broker undertakes include the following:
● Segregation of clients’ funds
Clients’ funds get transferred to the Company’s segregated client bank account. These funds are
off balance sheet and cannot be used to pay creditors in the unlikely event of the Company's
insolvency.
● Bank accounts
We maintain client and operational bank accounts with banking institutions of great repute.
● Supervision by the regulator
As a regulated Securities Service Provider Licensee, we are obliged to meet strict financial
requirements. We are thus required by law to maintain sufficient liquid capital to cover clients’
deposits, possible fluctuations in the Company’s currency positions, and any outstanding costs.
In addition, an external auditor conducts an annual audit of the Company’s financial statements.

9.What spreads do you offer?

We offer variable spreads that can be as low as ….. pips. We have no re-quoting: our clients are
given directly the market price that our system receives. You can read more about our spreads
and conditions on our website.

10.What are your trading hours?

The market is open from Sunday 22:05 to Friday 21:50 GMT. However, certain instruments have
different trading hours (e.g. CFDs)

11.Do you allow news trading?

Yes, we do.

12.What leverage do you offer?

We provide leverages between 1: ….. The leverage depends on equity

13.Do you allow scalping?

Yes, we do.
14.Do you allow hedging?
…

15.Can I change my leverage? If yes, how?

…

16.Can I change my account type?

It is not possible to change your account type, but if you wish to open an additional account you
can easily do that in the Members Area at any time by choosing the account type of your
preference.

17.How can I reset my password?

….

18.Can I change the base currency of my account?

It is not possible to change the base currency of your existing trading account. However, you can
open an additional account in the Members Area at any time and choose the base currency of
your preference for it.

Deposits/Withdrawals
1.What payment options do I have to deposit/withdraw money?

We offer a wide range of payment options for deposits/withdrawals: by multiple credit cards,
multiple electronic payment methods, bank wire transfer, local bank transfer, and other payment
methods.
As soon as you open a trading account, you can log in to our Members Area, select a payment
method of your preference on the Deposits/Withdrawal pages, and follow the instructions given.

2.What is the minimum and maximum amount that I can deposit/withdraw?

The minimum deposit/withdrawal amount is …. USD (or equivalent denomination) for multiple
payment methods supported in all countries. However, the amount varies according to the
payment method you choose and your trading account validation status. You can read more
details about the deposit and withdrawal process in the Members Area.

3.How long does it take to receive my money after I make a withdrawal request?

Your withdrawal request is processed by our back office within 24 hours. You will receive your
money on the same day for payments made via e-wallet, while for payments by bank wire or
credit/debit card it usually takes 2 - 5 business days.

4.How long does the deposit/withdrawal take by credit card, e-wallet or any other
payment method?

All deposits are instant, except for the bank wire transfer. All withdrawals are processed by our
back office in 24 hours on business days.
5.Are there any deposit/withdrawal fees?
….
6.Can I deposit to/withdraw from my friend’s/relative’s account?

As we are a regulated company, we do not accept deposits/withdrawals made by third parties.

Your deposit can only be made from your own account, and the withdrawal has to go back to the
source where the deposit was made.

7.If I withdraw money from my account, can I also withdraw the profit made with
the bonus? Can I withdraw the bonus at any stage?

The bonus is for trading purposes only, and cannot be withdrawn. We offer you the bonus
amount to help you open larger positions and allow you to hold your positions open for a longer
period. All profits made with the bonus can be withdrawn at any time.

8.Is it possible to transfer money from one trading account to another trading
account?

Yes, this is possible. You can request an internal transfer between two trading accounts, but only
if both accounts have been opened under your name and if both trading accounts have been
validated. If the base currency is different, the amount will be converted. Internal transfer can be
requested in the Members Area, and it is instantly processed

9.I used more than one deposit option, how can I withdraw now?

If one of your deposit methods has been a credit/debit card, you always need to request
withdrawal up to the deposit amount, as a prior to any other withdrawal method. Only in case
that amount deposited via credit/debit card is fully refunded back to source, you may select
another withdrawal method, according to your other deposits..

10.Are there any extra fees and commissions?

we do not charge any fees or commissions. We cover all transaction fees

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