1. General instructions
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When a client is unable to trade via his platform, he/she can give instructions over the phone. All instructions must be given in English.
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Gold and VIP clients are offered unrestricted phone access to the Dealing Desk for trade execution
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The conversations below are examples of how to conduct a telephone transaction. Clients must adhere to the Telephone Trading Etiquette when giving instructions over the phone.
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If the Client can’t provide the order number, the dealer may accept the instruction if all other details are given correctly to identify the order.
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If the conversation has ended for any reason, without being complete in accordance with the Telephone Trading Etiquette, the Client is responsible for his/her orders and/or instructions.
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The Client would normally have about 3 seconds to agree to a price quoted by the dealer, or might receive a range in which the order may be executed, depending on market conditions. If the client fails to reply and the price changes, the dealer has the right to re-quote the updated price.
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When trading over the phone, the Client receives the same prices available on the trading platform.
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For any inquiries other than executing an order, please call our Support team, available 24 hours, to assist you at +357-25030251.
2. Identification
When calling the Dealing Desk, the client is required to provide his username and full address for identification.
Client: “Hello, my name is Joe Doe, my username is DOE123, and my address is 17 Oxford Street, London, UK”
Dealer: “Thank you, sir. How can I help you?”
Note: The information must be correct in order to proceed
3. Open a Trade
Client: “I’d like to trade 10,000 units of EURUSD with leverage 100”
Dealer: “EURUSD is trading at 1.3220/1.3223” (Sell/Buy)
Client: “Buy”, or “Sell” (or “No action”)
Dealer: “I confirm you bought 10,000 units of EURUSD at 1.3223”
Client: “Thank you”
Note: no trade is open until the dealer has confirmed it in full details
4. Close a Trade
Client: “I’d like to close my 10,000 units of EURUSD, trade number 1234”
Dealer: “I can close the trade at current market price, 1.3220”
Client: “Close” (or “No action”)
Dealer: “I confirm you closed your trade number 1234, 10,000 units of EURUSD at 1.3220”
Client: “Thank you”
Note: no trade is closed until the dealer has confirmed it in full details
5. Place a Pending Order
Client: “I’d like to place a BUY (SELL) order for 10,000 units of EURUSD, leverage 100, at 1.3150”
Dealer: “I confirm you have placed a BUY order for 10,000 units of EURUSD, leverage 100, at 1.3150. Order number 1234”
Client: “Thank you”
Note: no order is placed until the dealer has confirmed it in full details
6. Cancel a Pending Order
Client: “I’d like to cancel my BUY order for 10,000 units of EURUSD, order number 1234”
Dealer: “I confirm you have cancelled your BUY order for 10,000 units of EURUSD, order number 1234”
Client: “Thank you”
Note: no order is cancelled until the dealer has confirmed it in full details
7. Change Stop Loss or Take Profit
Client: “I’d like to change the Stop Loss (Take Profit) for my EURUSD trade number 1234. I’d like the Stop Loss at 1.3100”
Dealer: “Please note that an additional $1 (amount depends on the rate of the new Stop loss chosen) will be debited from your account balance”
Client: “Agreed”
Dealer: “I confirm you have changed the Stop Loss for your EURUSD trade number 1234, to 1.3100”
Note: no Stop Loss or Take Profit is changed until the dealer has confirmed it in full details