Hi Deriv Community!
If you feel that the trades that you placed in your account were unsatisfactory, you can always recheck the trades with our customer support specialist for further checking. In order for us to further check the trades, we would need the information below:
- XML file of the bot
- Trade IDs
- Date and time of the trades
You may find this information in the statement section of your account.
As for the XML file, you may download the file and save it on your computer. You may refer to this post on how to download the XML file: Steps to save strategy in Dbot
Once the above information is provided, you may contact our customer support team via LiveChat to inform our agents. Our team will further check this matter for you and provide you with an update in 1 to 3 working days via email.
Note: Kindly know that the XML file is only required when there is an issue with the Dbot, you can also obtain the reference from the Transaction log(Downloadable CSV)
Please be informed that refunds are subject to the outcome of the checking. Our team will provide a detailed explanation of the trades that were affected.
If you have any questions, please visit our Help Centre or contact us via Live Chat and WhatsApp.