XTB Online Investing 

Very poor recent experience with Xtb ISA & online chat. Transfer of an S&S ISA into XTB initiated mid-Nov'25 took until end-Feb'26 for funds to appear in account. Lost about 7% compared to not having done ISA transfer. Multiple helpline requests proved useless. XTB ISA sounds good but isn't.

I was wary at first as XTB's cash ISA offer is very new. Account easy to open and once you get your head around adding money to free cash, then moving it to the cash ISA. Transfering £15k was held and investigated by my bank, but took about 30 mins and all good. 6% for 90 days is excellent and even underlying rate of 4% is competative. I especially like the daily interest being shown each day, even though it's credited monthly. So far, so good

I've tried this trading app before and after trying other apps I've returned to XTB. For me it makes trades easy and fast to open/close the positions. Plus in the past when I was taking money out, I always had the money in my bank account in 15-30min.

I have recently opened an account with them. I am transferring in quite a lot of money. The money was sent by BACs 7 days ago. but it is not in my account. I have been asking them the status of the transfer for 3 days now but cannot get an answer. This is not good enough. If I am going to trust them with my money they should have the decency to get back to me when I need an answer.

I don´t trust xtb anymore.

At first I was really happy, but I was angry on myself with some missed trades. Later, I realised not all were my mistakes. I actually claimed the transation and xtb informed me that the amount was wrong and they had to return me money. I am now wondering how many other transactions were also false costing me money.

When adding these "hidden fee" I am now on a search for a better platform. The wors is that they can easily take 2 month not reaplying despite a contionous reminding. All their responses were "we have transferred your inquiry and they will contact you soon".... Nothing ever came. This is not a customer service that one can accept. I called the hotline and I realised that yes, they do behave like this... to shake off most of the people, they simply ignore requests...

Tried to open an ISA account from one of their adverts. Directed me to download their trading app; entered my personal info including NI (no-one should ask you for your NI number unless its payroll) and then went through various questions where they then declined my application for a trading account because I was looking for a low-risk investment, i also notice now they have had fake reviews deleted by Trustpilot - absolute cowboys, avoid!!

Have tried three times now to set my bank account details up to withdraw funds, each time they have made issues with it. Yet paying money into the account is seamless, strangely enough 🤔

I would HIGHLY advise anyone thinking of using XTB to avoid them. The trading platform is diabolically bad. The support has degraded dramatically since I opened an account 3 months ago. I have been waiting for hours in chat. Nothing. I tried their X pages - No response - I tried their Facebook pages - No response. I emailed customer support. No response. Completely Ignored.

They take 30 days to even respond to a complaint. Worst trading platform I have ever used.

UPDATE : I have initiated a transfer request to move my account away from XTB to another provider. I suspect they are deliberately trying to delay the process.

UPDATE: I am now two weeks into trying to transfer my account to another provider. XTB is actively STOPPING the transfer. Is their no Financial Authority watching companies like this??? Its bordering on criminal. I'm losing money because of their refusal to allow me to leave.

UPDATE - I contacted the company I'm moving my account to, and I've just found out that they are completely ignoring the attempt to start the transfer - emails were sent two weeks ago. They are also completely ignoring a Data Access Request. That's breaking the law. I've just sent ANOTHER email to the address they listed in the response below - Mon 13 April - lets see how long it takes if they actually respond.

AVOID XTB - They are the worst trading account provider.

I had a troubling experience with XTB while trading Gold (XAU/USD).
1. Market Opening Delay: When the market opened, my platform showed a delay, preventing me from managing my position in time, resulting in losses.
2. Stop Loss Not Executed: I had a Stop Loss in place, but when the price reached the level, the order was ignored. I had to close the trade manually, which caused further loss.

Email sent as per the below feedback

Issue fixed and waiver done thanks

No respect for the user...company works against their customer, I have been with XTB for 5 years, and spitting blood consistently because of their behaviour. Today's Friday session is very important, and they have decided to make work-related modifications to the platform, which may disrupt the delicate session. Very suspicious behaviour.

I signed up with the promise of a free share but when I tried to validate my identity the app wouldn't work. I went to support who didn't know anything about the app or validation. I was given an email to send my details to and it all started to feel a bit dodgy

When you sign up it says a few share in this or that etc. What it doesn't clearly say is there is a limit of signups and so you might sign up and never receive the offer.

Customer support in the app is very poor and I wouldn't recommend this company to anyone who thinks they may end up contacting support for any reason. I tried contacting support before depositing and after depositing. The first message I sent, I wanted to clarify what documents would be needed to apply for an account. I was able to deposit right away through the app, but wanted to check if any documents from me would be needed later as most of mine are out of date. I got no reply back in the chat. A day later or two I got an email response to my query telling me where I could find the option to add documents in the app and where to link a bank account. Stupidly, I went ahead and deposited because they hadn't highlighted documents were required at that stage and nothing in the account opening process mentions it.

Today, I try to withdraw some money, and the app tells me I need to upload ID documents before I can. This time I do get a response in the chat rather than ignored completely, but it's one brief clarifying question after what I say, then a template message saying they've referred me to another team I have to wait 24 hours for, probably the same one that missed the point of my question last time around.

I didn't put a lot of money in, the cost of renewing passport etc is significant amount compared to the pennies I put in. Would have much preferred any mention at any point that I'd need to provide documents to take money out after I put money in.

I'm obviously at some fault here not having proper documents ready and not being thorough enough before depositing, but it's almost predatory to have such poor support, and no mention of any documentation right up until the point you want to take your money out.

I also want to mention that replies from support chat team in Polish are visible in screen before you enter support chat, so possibly there is some kind of MTL/AI translation issue at play here in terms of quality of response to queries which doesn't help.

Still waiting for a response but very unhappy with experience and will be closing account.

Despite good interests I am disappointed by XTB

First after two weeks and chasing I have just received the requests to provide bank statements
My first transfer took almost a month before being interest bearing
Second, very limited choices of funds or ETF
Would no recommend

Don’t waste your time! Poor customer service and impossible to deal with. I signed up after seeing an advert on the tube in London. I have since provided ID documents, proof of address, marriage certificate and now they want bank statements. It’s far beyond what’s reasonable to create an account. I just want to cancel. They’re refusing to close my account and refund me. Avoid them!

Fantastic platform! It has all that I need when it comes to investing and CFD trading. Some of their spreads aren’t too bad on some markets

Really poor experience with customer services here in the UK. I transferred money to my trading account via bank transfer, and whilst the money left my current account, it did not appear in my trading account for many days. I phoned for advice (I appreciate having a direct line with an account manager, hence not one star) and they advised there was a slight discrepancy in my account holder and bank account name, therefore did not transfer the funds. They never contacted me to inform me or to give me advice on how to reconcile this. After reaching-out myself and immediately sending the requested proof of ID, they still failed to transfer the funds. This lead to a delay of more than a week, and by then particular stocks I had my eye on had fluctuated against my favor. I phoned today and they put me on hold, then as if by magic the funds appeared; suspicious of inefficient/poorly organised troubleshooting that lead to anxiety on my side.

They're playing with lots and not responding. They opened trades for me and I lost, and when I contacted them back, they never respond at all.

I've using this platform for a month or so, the website is not without its quirks but is great. What surprised me was a call from one of their agents, after I registered, asking me if I needed anything, he even spoke italian.
One day I had a tech issue, sent him an e-mail, and he called back within 10 minutes. I don't know what's going on with the blocked reviews, but from me, XTB is highly recommended.