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Posted by: Olufunke Apr 15, 2013, 06:19 PM

won a contest from instaforex facebook page and I made profit on the trade, after that I tried to make withdrawals but I was told that my account has been disabled by the antifraud department.

I contacted them and they said I should upload my documents and that I did. I sent the same document to the suport for verification

Before then, this message was sent to me via a 'do not reply' message tagged verification service:


Trading account verification
Dear Mr./Ms. Olu................ (I am hiding the name)

We gladly inform you that having considered your verification request for trading account: 7262840 InstaForex

Company managers decided to allow it. Your trading account obtains the 2 verification level.

If you have questions relatively account verification you can address them to our Support Service specialists.

Best regards,
Verification service
InstaForex Companies Group
http://instaforex.com


While this was the message sent from the antifraud department after I have uploaded my documents, which were my passport, electricity bill and an I.D card:

Dear Client,

Documents which you provided for verification of account 7262840 in no way confirms the identity/domicile
of account holder.

Sincerely yours,
AntiFraud Department
InstaForex ?ompanies Group
http://instaforex.com


But when I contacted the support again with the same documents and for more clearification, since the antifraud were not replying to any of my messages again, this was the messsage sent to me by the support:

Dear Client,

Please kindly clarify your concern a little bit better. Is this about your account verification? Please be informed that both level verification for your account 7262840 has been approved. Your account is successfully verified.

If you have any questions please do not hesitate to contact us in future. Thank you for your letter.

Sincerely yours, Client Service
InstaForex Companies Group
http://instaforex.com/


This is contradictory.
And after waiting for weeks again, I decided to send my wedding certificate, which I did on Monday, 8th April 2013, but up till now, there is no reply from the antifraud department.

What else am I supposed to do please?
Which other document do I have to send?
Who else should I contact?

Many questions crossing my mind....

Kindly help please

Sincerely,
Account number 7262840

Thanks

Posted by: hello Jun 17, 2013, 01:52 PM

my account has been disabled with out any reason .


account # 5213102

but my other account # 5154083 is ok . there is no problem in this account . why they disable my account 5213102

why IFX disable my account ????

Posted by: IFX Yvonne Oct 14, 2013, 08:34 AM

Hi! Please contact the Antifraud Department regarding this matter.

Posted by: IFX Yvonne Oct 14, 2013, 08:42 AM

Hi Wisarutpoom! Please contact the Antifraud Department regarding this issue.

Posted by: betosya May 8, 2014, 12:35 PM

hi...
some have already blocked my account 3 months but had not yet opened. What can I help you? thank you
sorry i do not speak english
my accoun is disable 2225906,1295029,127556

Posted by: IFX Katerine May 8, 2014, 01:16 PM

Hello,

Your accounts have been blocked by the Antifraud Department for violation the bonus campaign regulations. For more details please make inquiry to antifraud@mail.instaforex.com.

Posted by: betosya May 8, 2014, 01:35 PM

I've been many times asking for an explanation but did not reply. if the offense on the bonus system, I requested my deposit funds are turned back on. thanks

Posted by: IFX Katerine May 8, 2014, 02:10 PM

When did you send your request to them? Could you please make a screenshot of your email?

Posted by: Preetha M Sep 18, 2014, 08:40 AM

My account number: 8099868
Name: Lavanya

I done high level verification by sending all proofs, and i got no deposit bonus and i made profit also, while requesting withdrawal, my account was disabled. I contacted antifraud department also, but they are not prooving the reason ? why my account disabled. So by seeing all discussions i come to know, who all are making profits with bonus, that maximum accounts are disabling by your company side.

So hereby i request you to kindly provide me clear cut reason for disabling account, so that i can aware with my next account. If clients making profit, all of sudden that account getting disabled by telling the reason as "profit made by cheating strategy". That means what? i am not understanding.

So i am so much upset and very tough to go with real deposits with you. Kindly give me confident to make real deposit with you.

Thanks in advance.

Lavanya

Posted by: IFX Yvonne Sep 22, 2014, 09:26 AM

Dear Sir,

This kind of issue is not considered or resolved within a forum. Let us remind you that if an account is participating in any bonus promo campaign, then a user must note that the company has a right to cancel the bonus in case of any violation of the rule is discovered. The most common reason why the accounts got disabled is because trader implement cheating strategies. If you still have questions please email to antifraud@mail.instaforex.com.

Posted by: Preetha M Sep 24, 2014, 06:17 AM

Hi, Can you tell me what is mean by cheating strategy?? kindly give me some example so that we will not do it again. If it is happening in real account also what can we do?? if i am depositing $5000 and making profit of $1000, now i am requesting withdrawal, you disabling my account by telling i used cheating strategy means what can i do??? so kindly tell me what is called cheating strategy???

And i contacting here because you responding to us, but in antifraud department, they not at all responding after sending more than 7 mails, they are not explaining and showing the proof that what mistake i did to disable my account?? if they are informing us then only we can avoid that types of mistakes and can save our trading accounts.

My account number: 8099868
Name: Lavanya

Posted by: IFX Yvonne Sep 25, 2014, 08:22 AM

Dear Sir,


Cashing out higher amount is not a reason for disabling of accounts. Sorry, but the company's policy is not disclosing any cheating strategies, so we cannot explain what of your actions were considered as 'cheating', since other traders may follow you to get a quick profit even it's prohibited.


If you haven't heard from them anymore, that means they have already explained everything to you and has nothing to add.

Posted by: Preetha M Sep 26, 2014, 07:10 AM

Hi,

Thanks for your kind response, but finally kindly tell me how can i protect my account from disabling from your side??

My account number: 8099868
Name: Lavanya

Posted by: IFX Yvonne Sep 26, 2014, 09:17 AM

Dear Sir,

Follow the rules to keep your bonus account safe.

Posted by: Preetha M Oct 10, 2014, 07:12 AM

Thanks

Posted by: babae2009 Mar 14, 2016, 12:17 PM

my account was just also disabled today and i don't know the reason.i placed a trade on thursday that fetched me a lot of profits.but i still don't understand why my account was disabled.i ve contacted the antifraud department but they have not replied me.please if anyone can just explain what could have happened to me. also their 30% bonus was removed from the account before it was disabled.i m so sad now cos i m beginning to think that instaforex is a [Censored]. when i loose money,they do nothing but when i make more money,they disable my account.my instaforex account number is 2425737 .thanks

Posted by: IFX Yvonne Mar 15, 2016, 07:03 AM

Dear Sir,

I have already passed the completed details of your problem to my colleagues and I'll get back to you right after I got a response from them. Thank you.

Posted by: IFX Yvonne Mar 15, 2016, 09:22 AM

Dear Sir,

We kindly ask you to please contact antifraud@mail.instaforex.com through e-mail and attach your scanned ID. Thank you.

Posted by: AMajd Feb 16, 2023, 10:36 AM

Account number (login): 21832511 My account became disabled after I made a good profit and requested a withdrawal. This year there was a very exceptional situation in making profit. After the era of strict monetary contraction policies by the Federal Reserve, the recent decisions were very important. I have been waiting for this for two years and I predicted that we will have big shocks in the EURUSD. According to this, I invested in three dates and had great profits.After 19:00 GMT on February 1, at the same time as the FOMC meeting and the Federal Reserve's decisions. I had been waiting for this meeting for two years, which was actually the culmination of strict federal policies. I knew we had a big positive shock. And that's what happened.The next date was at approximately 17:40 on February 7, at the same time as Federal Reserve Chairman speech. Before the speech, I knew we would have price fluctuations.The next date is February 14 after 13:30 GMT when the US monthly and annual CPI is released. This issue was very important because it clarified how the Federal Reserve's monetary policy was conducted.To make it clear, I have to say that I have a PhD in financial economics and I traded based on my knowledge, I did not do any kind of fraud or cheating strategy to gain profit. But the broker disabled my account and did not give me all the profit I earned. I also sent an email to the antifraud department, but they did not answer me. They didn't even let me take my initial money from my account.

Posted by: Ann InstaForex Feb 21, 2023, 02:57 PM

Hello, we have checked the information about your case and the answer from the Antifraud department was given to you yesterday.

Posted by: AMajd Feb 21, 2023, 06:35 PM

Hello. Thank you for your kind reply.My account was enabled, but there are some serious issues.1. In the email sent by the antifraud department, it is written that (your account was corrected because of trading on multiple quotation lags and freezes, which were the result of the technical issues). In fact, the profits I earned have not been accepted. But the problem is that before the trading, my account balance was twice the amount left in my account after the correction. That means, in addition to reducing the profits from my account, the company also reduced half of my initial balance.2. My question is, has the problem of lags and freezes been solved now? Does that mean that if I trade, my profit will not be taken from me and my initial balance will not decrease? Or is the problem of lags still not solved?3. Even though I have profited several times and have obtained the highest level of verification, I still have not been able to withdraw money. Basically, I was either liquidated or every time I made a profit, my account was corrected by the company. 4. I bought Bitcoin and Ethereum last week and based on my account's history, these buy positions were closed by the company yesterday. Due to the increase in the price of these two currencies in recent days, I have made a profit of about 13 thousand dollars for buying these two currencies. My question is, is the profit from buying cryptocurrencies based on lags and freezes or the increase in the price of cryptocurrencies? This profit was the result of my analysis, but the company took all of it from me. Of course, the company's answer is clear to me. The company will say that I have traded with unacceptable profits of the company and therefore this profit is not accepted on cryptocurrencies either. But my question is that if I made a profit for the company even as an investment consultant, and $13,000 was the result of this consultation, I did not have a share of the final profit. Without any convincing explanation, the company cited a clause in the agreement that it can withdraw money from the account at any time and in any amount without permission.If your system has a problem, basically it should have been warned or temporarily not providing buying and selling service due to technical issues, like an underground train that has a technical issues. The fact is that the system did not have any prohibition or warning for trading and I have only traded using the software approved by the company.I traded based on my analysis of the market and it seems that the company did not distinguish my profits and because it had quotation lags in its server, it reduced all my profits plus a part of my initial money. Isn't this behavior of the company an obvious case of fraud??By the way, thanks for your attention to this matter.Best,Ahmadreza.