Dear Valued Customer, Thank you for choosing XM and for your continued support. Regarding the complaint for your account 68207995, we have conducted a thorough investigation and hereby provide the following response: For the order in question (#1520903523), our records show that it was manually closed on August 21, 2025, at 01:05 platform time, with a closing price of 3352.04. Gold trading begins at 01:05 platform time (currently 06:05 Beijing time due to daylight saving time). Due to significant price fluctuations at market open, our platform implements a 5-minute quotation period before trading to mitigate risks. During this quotation period, trading is not possible, which is why manual closing could not be executed at that time. We appreciate your understanding. As a reminder, XM’s gold trading hours are: Monday to Thursday: 01:05 – 23:55 platform time Friday: 01:05 – 23:50 platform time Currently, during daylight saving time, these correspond to Beijing time: Monday to Thursday: 06:05 – 04:55 the following day Friday: 06:05 – 04:50 the following day Once again, we thank you for your understanding and support. If you have any further questions, please visit the official XM website at https://www.xmmarketcn.tech/cn and click the question mark icon in the lower right corner to contact our customer service. XM offers 24/7 online support from Monday to Friday, and we are always happy to assist you. Best regards,

交易平台无法平仓订单，导致资金亏损，赔偿损失