PrimeXBT Reviews 398

Reply from PrimeXBT

4 hours ago

Dear Harish Kumar,

Thank you for bringing this matter to our attention. We’re very sorry to hear about your experience and fully understand your concern.

At PrimeXBT, all payment-related issues are treated with the utmost seriousness. Please note that deposits are credited once they are successfully received and confirmed by our payment providers. In some cases, delays may occur due to intermediary processing, verification requirements, or discrepancies in payment details.

We want to inform you that, based on the latest update from our support team, a check was conducted with the payment provider. According to their response, the payment associated with the provided UTR has not been received, so your trading account has not been funded.

In this regard, we kindly advise you to contact your bank and request clarification on the transaction status, including confirmation of successful processing and settlement to the intended recipient.

We kindly ask you to continue communication through our official support channels and provide any additional details if requested. Our team is available and ready to provide any updates and keep you informed throughout the process.

We remain committed to resolving this matter as quickly and transparently as possible.

Kind regards,
PrimeXBT Senior Support Team

Reply from PrimeXBT

5 days ago

Dear Mamoun Farah,

We appreciate you following up on this matter, and we understand your frustration.

Your case has been thoroughly reviewed by our relevant teams, including a detailed technical analysis of the events in question. All findings were shared with you in our previous responds, and at this stage, we do not have additional information to add beyond what has already been communicated.

We respect your decision to escalate this matter to the Financial Sector Conduct Authority (FSCA), and PrimeXBT is fully prepared to cooperate with any official review and provide all necessary documentation to the relevant authorities.

We sincerely regret that your experience fell short of expectations. As noted previously, certain factors such as connectivity can be influenced by external conditions, which is outlined in our platform guidelines and terms of service.

That said, if you have any new information that hasn't yet been submitted, we genuinely encourage you to share it with our support team. We will gladly review it and revisit your case accordingly.

Kind regards,
PrimeXBT Senior Support Team

Reply from PrimeXBT

Apr 13, 2026

Dear Yanis,

Thank you for taking the time to share your experience with PrimeXBT. We truly appreciate you bringing this to our attention.

First and foremost, we’re very sorry for the frustration and stress this situation caused. We fully understand how important accurate pricing and reliable execution are, especially when you’ve carefully positioned trades over time, and we recognize the impact this incident had on your trading results.

After a detailed internal review, our team confirmed that the price movement you observed was due to a temporary pricing irregularity affecting certain instruments on the platform. While such cases are rare, we completely understand that this does not lessen the disruption or concern it created for you.

As part of resolving this matter, your full capital loss of $600 has been refunded. We’re glad we were able to restore your initial funds, and this was done in line with our policies for addressing verified technical issues.

As for your concerns regarding missed profits, compensation is limited to actual losses, as potential or unrealized outcomes can vary based on market conditions. We know this may feel disappointing, and we truly appreciate your understanding here.

Regarding the compensation form, we’d like to reassure you that this is a standard step to formally close the case once a resolution has been provided. Its purpose is to ensure transparency and clarity for both sides.

Your feedback is extremely important to us, and we’re genuinely sorry that your experience did not meet expectations this time. Thank you again for your patience and for allowing us to address this.

Kind regards,
PrimeXBT Senior Support Team

Reply from PrimeXBT

Apr 2, 2026

Hello Werfingers,

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how frustrating situations involving trading losses and reward programs can be.

At PrimeXBT, all promotional rewards and bonus structures are governed by clearly defined Terms and Conditions. These include how rewards interact with trading performance, margin requirements, and account balances. In certain cases, losses incurred while using promotional funds may impact the overall account balance, including creating a negative balance that must be settled before withdrawals or further use of the account can occur.

We also want to clarify that reward funds are designed to enhance trading opportunities but are not withdrawable themselves unless specific conditions are met. This can sometimes lead to misunderstandings if the mechanics are not fully reviewed beforehand.

Regarding your second account and concerns about reward payouts, payouts and eligibility are always subject to compliance checks, trading requirements, and regional policies. While we aim to provide consistent service globally, certain features or limitations may apply depending on jurisdiction and regulatory considerations.

Please note that identity verification (KYC) approval allows account access but does not override the terms governing promotions, rewards, or trading conditions.

We strongly encourage you to contact our support team directly with your account details so we can review both cases individually and provide a clear explanation based on your trading history. If your concern remains unresolved, you may also submit a formal complaint through our official process, where cases are reviewed thoroughly and fairly.

We appreciate your feedback, as it helps us improve transparency and user experience, and we remain available to assist you further.

Kind regards,
PrimeXBT Senior Support Team

Reply from PrimeXBT

Updated Mar 24, 2026

Hello Kristianto Rahardjo,

Thank you for sharing your experience. We’re genuinely sorry to hear how frustrating and concerning this situation has been for you.

We completely understand how important it is to have smooth and reliable access to your funds, and we truly regret the stress this has caused. Please be assured that your case is being treated as a top priority by our team.

At the moment, the issue is due to a temporary limitation with the payment service provider used for your deposit, which is affecting the availability of that withdrawal method. While this is not the experience we want for our clients, we want to reassure you that your funds remain secure.

Our support team has already reached out to you. It is actively working with our payments department to identify the best possible alternative withdrawal solution. We are doing everything we can to resolve this as quickly as possible. We will keep you updated every step of the way.

We kindly ask for your patience while we work through this. Your trust is extremely important to us, and we are fully committed to making this right.

If you have any further questions or concerns, please don’t hesitate to reply to our support team. We’re here for you.

Once again, we sincerely apologize for the inconvenience caused and truly appreciate your understanding!

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Mar 23, 2026

Dear Jör Wirokarto,

Thank you for sharing your feedback. We sincerely regret the frustration and inconvenience this situation has caused you.

We want to confirm that your case has been fully reviewed and is now resolved. Following a thorough investigation, your account has been credited with a total compensation of 1050 USDT, which exceeds the initially discussed amounts and reflects our commitment to resolving the matter fairly.

Please note that cases involving technical discrepancies require careful analysis across multiple systems and departments to ensure accuracy and prevent similar issues in the future. While this process may take time, it is essential for providing a reliable resolution.

We also acknowledge your concerns regarding communication and response times. Your feedback has been shared internally, and we are actively working to improve the speed and transparency of our support processes.

We appreciate your patience throughout this matter and are glad that a resolution has been reached. Should you require any further assistance, our support team remains at your disposal.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Mar 13, 2026

Hello Safwaan Rawat,

Thank you for your update, and we truly appreciate you taking the time to share your concerns. We understand how frustrating this situation has been for you, especially given the time it has taken and the questions about the previously discussed compensation.

Please rest assured that your case has been marked as a priority within our support team. Our colleagues are currently reviewing it again to ensure everything is handled correctly. We are aware of the compensation that was promised, and the team is working to make sure this is addressed properly.

Our support specialists will contact you very soon with an update. We understand the importance of resolving this for you as quickly and transparently as possible.

Thank you again for your patience while the team is finalizing this case.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Mar 11, 2026

Hey Jor,

Thank you for your feedback. We understand your concerns and appreciate you taking the time to share your experience with PrimeXBT.

Please note that a detailed response regarding this matter has already been provided to your initial request through our support team. As explained previously, your case was carefully reviewed by the relevant technical department.

The investigation confirmed that on March 4, 2026, between 11:23 UTC and 13:14 UTC, the order book for the FORM/USDT instrument experienced very low market liquidity. During this period, the system attempted to place liquidation orders for the position multiple times. However, these orders were automatically rejected because the size of the position exceeded the available liquidity in the order book, and executing them would have consumed the entire available volume and negatively impacted other market participants.

Once liquidity returned to the order book at 13:14:02 UTC, the next liquidation order was successfully executed, and the position was closed. Based on the investigation's results, the system behavior was consistent with the platform’s order-matching and risk-management mechanisms under conditions of limited market liquidity, and no technical issue affecting the account was identified.

We understand that situations involving trading losses can be frustrating, and we appreciate your patience while the case was reviewed. If you need any further clarification, our support team will be happy to assist you.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Mar 4, 2026

Hey there Nhlanhla,

Thank you for your feedback!

We’re glad to hear that your withdrawal experience was fast and smooth. At PrimeXBT, we prioritize efficient processing times while maintaining strict security procedures to ensure all transactions are handled safely.

If you ever need assistance, our support team is always here to help.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Mar 6, 2026

Hi Anil kumar malpani,

Thank you for your patience while your case was being reviewed.

After a detailed investigation by the relevant teams at PrimeXBT, including coordination with our Trading Operations department, a resolution has now been provided regarding the issue you reported.

As an apology and based on the findings of the review, compensation has been approved and credited to your account. This includes $700 covering the reported loss, the potential profit calculated at the time of the trading attempt, and an additional $50.

We understand how important a stable trading environment is, and we appreciate you bringing this matter to our attention. If you have any further questions or need assistance, please feel free to contact our support team, who are available 24/7 and will be happy to help.

Thank you for being part of the PrimeXBT community.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 27, 2026

Hi there Margaret,

Thank you for your positive feedback!

We’re glad to hear that you found our Support Team helpful and that your trading experience with PrimeXBT has been great. Providing reliable assistance and a smooth trading environment are top priorities for us, and it’s always rewarding to hear when our efforts make a difference.

If you ever have questions or need further support, our team is always here to help.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 27, 2026

Hello Giga Vibes,

Thank you for sharing your excitement!

We’re thrilled to hear about your positive trading results and that you've grown your account so quickly. At PrimeXBT, we’re committed to providing a powerful and flexible platform so our clients can make the most of market opportunities, especially in dynamic markets like Bitcoin.

That said, we always encourage traders to manage risk carefully and trade responsibly, as market conditions can change rapidly.

We appreciate your enthusiasm and wish you continued success in your trading journey. If you ever need assistance, our Support Team is here to help.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 27, 2026

Hello Chris Greene,

Thank you for reaching out and for sharing your concerns about your experience following our recent system update.

After a full review by our Trading Operations team, we have confirmed the following:

1. No orders were lost or removed by the system update.
2. All of your pending orders remained active and were executed as market conditions triggered them.
3. In our platform, once a pending order is triggered and executed, it automatically converts into an open position and moves to another tab. This is expected behavior and not indicative of any malfunction.
4. Because of this conversion, it may sometimes appear as if the orders have “disappeared” from the Orders tab, when in fact they were simply executed and are now listed under Positions.

We understand that this display behavior can be confusing, especially during volatile market movements like the silver pullback you referenced. Our systems are designed to execute orders according to market triggers, and this conversion process is standard across our platform.

That said, we sincerely regret the outcome and the frustration it caused you. While no system malfunction was identified, and your orders were executed correctly based on market conditions, our Trading Operations team has approved a goodwill credit of $150 to your account. Our Support team will reach out to you directly regarding this.

We appreciate your continued trust and are here to help with any further questions or clarification.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 22, 2026

Hello Customer,

Thank you for your commentary!

We’re glad to hear that you find our platform strong and reliable — that means a lot to us. At PrimeXBT, we continually strive to deliver a powerful trading experience with advanced tools, smooth performance, and features that help traders of all levels achieve their goals.

Thank you for choosing PrimeXBT! We look forward to supporting your success in the markets!

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 22, 2026

Hey there Customer,

Thank you so much for your kind words!

We’re thrilled to hear that you consider PrimeXBT an amazing and trusted broker. That’s exactly the experience we aim to deliver for every trader. Your confidence and trust mean a great deal to us, and we’re committed to providing a secure, reliable, and high-performing trading environment.

Thanks for being part of the PrimeXBT community!

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 16, 2026

Hi Customer,

Thank you for your feedback!

We are pleased to hear that you consider our platform reliable and genuine. Your trust and satisfaction are very important to us, and we remain committed to providing a secure and professional trading experience.

If you have certain questions about our platform, please feel free to contact our support team.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Published Feb 16, 2026

Hey there Gelding cools,

Thanks for your message!

We understand the confusion about using a Palau Digital Residency or Citizenship card for KYC. Here’s the clarification:

While Palau is indeed on our list of supported countries, the type of document matters. Currently, our KYC process only accepts a passport as proof of identity because it’s standardized, internationally recognized, and contains the security features required for verification. Digital residency or citizenship cards, unfortunately, don’t meet these compliance requirements.

So it’s not about your country being unsupported (Palauan residents can absolutely trade); it’s just a passport is required to complete KYC successfully. To get verified, please upload a valid passport.

Once that’s submitted, our compliance team will review it and complete verification within the standard timeframe.

We appreciate your patience and understanding!

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 12, 2026

Hi Junaid khan,

Thank you sincerely for your kind words and for taking the time to share your experience.

Hearing feedback like this from someone with eight years of forex trading experience is truly meaningful to us. At PrimeXBT, we strive to build a platform that combines professional-grade functionality with an intuitive and user-friendly interface, so traders can focus on strategy rather than complexity.

We’re especially pleased that you value the platform's simplicity and our promotional programs designed to support ongoing trading activity. Our goal is to create a trading environment that is both accessible and rewarding, while maintaining the reliability and performance that experienced traders expect.

Your decision to leave a review despite your busy schedule means a great deal to our team. Feedback from our community motivates us to continue improving and innovating.

Thank you for being part of PrimeXBT! We look forward to supporting your continued trading success across all markets.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 10, 2026

Hello VIJAYKUMAR,

We’re sorry to hear you’re experiencing difficulties with withdrawals - we understand how important fast and smooth transactions are.

Please note that in most cases, withdrawal delays are related to standard security procedures, network congestion, or account verification requirements. If your account has not been fully verified yet, we kindly recommend completing the verification process, as this can affect processing times.

Our support team is available 24/7 and will be glad to look into this for you. Please contact us via live chat or email and provide your account ID along with the transaction details so we can conduct a proper investigation and assist you as quickly as possible.

PrimeXBT operates as a transparent and client-focused platform, and we’re here to ensure every issue is reviewed and resolved fairly.

Kind regards,
The PrimeXBT Team

Reply from PrimeXBT

Feb 10, 2026

Hello there Mziwamadoda Mampintsha,

We truly appreciate you taking the time to share such wonderful and positive feedback about our trading services!

It is fantastic to hear that you are enjoying the quick execution on our platform and that your withdrawal process has gone smoothly! As a multi-regulated brokerage, we are always striving to provide efficient trading conditions and reliable payment processing, and your support means the world to us. We wish you all the best as you continue your trading journey!

Should you ever have any questions or suggestions, please feel free to get in touch with our customer service team!

Kind regards,
The PrimeXBT Team