Funds disappeared suddenly

1

I am currently experiencing a very similar issue, and I want to document it here as it may not be an isolated case.

More than 60 hours ago, funds were deducted from my MT5 account without my authorization. The transaction appears as a “Balance” entry, not linked to any trading activity. I had no open positions, no pending orders, and I do not use any bots or third-party tools.

Key concerns in my case:

- I did NOT authorize any withdrawal or transfer

- There was NO prior transfer from MT5 to my Deriv wallet

- The deducted funds are NOT present in any of my accounts

- I did NOT receive any email notification or confirmation

- Deriv support has not provided any response after multiple attempts over 72+ hours

Additionally, I tested the withdrawal process myself using a small remaining balance (~$2), and the platform correctly required full security verification, including email confirmation.

This clearly shows an inconsistency:

- Legitimate withdrawals require strict verification

- However, the transaction affecting my account bypassed all those security measures

This raises serious concerns about:

- Potential security vulnerabilities

- Internal inconsistencies in transaction handling

- Lack of transparency and incident response

I have already escalated this case to the regulator and am documenting everything due to the complete lack of response from Deriv so far.

Given that other users are reporting similar situations, I strongly believe this should not be treated as an isolated incident.

@Derivdotcom I request an urgent and transparent investigation into this matter.

2

Thank you for joining the community! We regret to note this. However, we would need to check further on your issue. Therefore, kindly reach out to us via live chat or WhatsApp, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible.

3

Thank you for the reply, but this response is exactly part of the problem.

I have already contacted support multiple times via live chat and WhatsApp over the past 4 days, and instead of receiving a clear solution, I’ve only faced delays, repeated requests, and no real progress.

This is not a new issue being raised here — it is an ongoing case that has been continuously escalated without resolution.

To summarize the situation:

  • Funds were moved from my MT5 account to an LTC account without my authorization

  • Over 100 trades were executed without my knowledge

  • No email notifications or security confirmations were triggered

  • Support has failed to provide a clear explanation or concrete results after several days

At this point, asking me again to “reach out via live chat or WhatsApp” only highlights the lack of coordination and inefficiency in your support system.

This situation raises serious concerns about:

  • Security controls (how were these actions executed without proper verification?)

  • Account protection (no alerts, no warnings, no intervention)

  • Customer support effectiveness (days without solutions in a critical case)

I am publicly documenting this because it is clearly not being handled with the urgency or seriousness it requires.

I also encourage other users who may have experienced similar issues to speak up and report them. Situations like this should not go unnoticed.

I expect a proper investigation and a real solution — not further redirection between channels.

4

¡Gracias por unirse a la comunidad! Lamentamos escuchar eso. Sin embargo, necesitamos investigar su situación. Por lo tanto, le pedimos que nos contacte a través del chat en vivo o WhatsApp para que podamos brindarle un mejor servicio y garantizar la protección de los datos de su cuenta. Trabajaremos con usted para resolver cualquier problema lo antes posible.

5

This is exactly why I am exposing this case publicly.

I have already contacted support multiple times via live chat and WhatsApp over the past several days, and instead of receiving a solution, I’ve faced constant delays, repeated requests, and no real progress.

At this point, redirecting me again to the same channels only highlights the underlying issues.

I am documenting this case publicly to clearly evidence:

  • Serious security failures (unauthorized transfers and over 100 trades without any verification)

  • Lack of communication and transparency

  • Poor customer support response and effectiveness

  • Lack of commitment to resolving a critical issue

  • Clear negligence in handling a security incident

This is no longer just about my case — it reflects deeper problems that should concern any user of the platform.

I encourage anyone who has experienced similar situations to speak up and share their cases here. These issues need visibility and should not be ignored.

I expect accountability, a proper investigation, and a real resolution — not repeated redirection between channels.

6

¡Gracias por unirse a la comunidad! Lamentamos escuchar eso. Sin embargo, necesitamos investigar su situación. Por lo tanto, le pedimos que nos contacte a través del chat en vivo o WhatsApp para que podamos brindarle un mejor servicio y garantizar la protección de los datos de su cuenta. Trabajaremos con usted para resolver cualquier problema lo antes posible.