A bug in the application made me lose money and they don't want to take responsibility
First of all, I've had an eToro account since 2020 and this was the first time this has happened to me. Something very strange happened last Thrusday and now I don't trust the application because they don't want to admit the problem.
I'll explain:
First, I invested in NSDQ100 with using 20x leverage and it was around 28550-28560 but it took off at a much higher value, 28581 which is not normal. This was the first problem, but since sometimes there is high volatily it could be possible. I assumed it was just bad luck. They then sent me the correct data and confirmed the NASDAQ was 28562 at that precise second (5:59:30PM (GMT+1) on May 7th. So this was the first problem with the app.
The second problem was when I withdrew the funds. I placed a stop-profit of 28586, but it erroneously assumed the value of 28556 at 6:10:29PM (GMT+1) on May 7th so I lost money. As they can see, this was clearly a bug in the eToro system. They have all this information in their system. They sent me their information and I confirmed that at this precise moment the NASDAQ value was 28586 and not 28556 as the application incorrectly assumed.
This all happened on the desktop application, not the smartphone app, by the way.
All of this made me lose $650 (I'm European but I use dollars). Problems can happen, nothing is infallible, but what's really strange and made me angry and disappointed is that they don't want to admit this problem. Therefore, their information says I'm right, but they came up with a nonsensical explanation for what happened.
What would you do? After years on eToro and almost €100,000 invested there, this is surreal.
These are the actual rates that eToro sent me.
These are the values that were incorrectly registered by the app.
