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Dear Nisreen,
First of all, we sincerely apologize for the frustration and disappointment you have experienced over the past two weeks. We understand how upsetting this situation has been, especially considering the time and effort you have spent reporting your concerns and providing supporting evidence.
We want to assure you that your concerns have not been ignored. Your case has been reviewed by our Risk Team, including the order execution delays you reported.
Based on their findings, during periods of high market activity and strong volatility, available liquidity may temporarily decrease. As a result, orders may require additional time to be executed at an available market price. The review did not identify a technical issue with the trading system.
We understand that this explanation may not be the outcome you were expecting, particularly given your repeated experiences. Nevertheless, we want to be transparent about the findings provided by our team rather than give you an explanation that is not supported by the review.
We also sincerely regret that our previous communication left you feeling unheard or that your concerns were not being taken seriously. This was never our intention.
We respect your decision regarding your account and future trading activities. While we are saddened to hear that your experience has led to this decision, we genuinely appreciate the time you have spent with WeMasterTrade and the feedback you have shared.
Once again, we sincerely apologize for the inconvenience and disappointment caused. We wish you all the best in your future trading journey.
WeMasterTrade Team

Hi Mohamed, thank you for the great feedback and for being a part of WeMasterTrade! We're glad to hear you find our team professional and are satisfied with your overall experience. We also appreciate your constructive note regarding the spreads—we are continuously working on optimizing our conditions and will share your feedback with our liquidity team. Happy trading, and here's to continued success!

Hi Ahmed, thank you for sharing your experience. We would like to set out what our records show for your cTrader account 2008536.
The violation. Account 2008536 was closed automatically after it reached the Daily Loss limit, in line with our rules. When the Daily Loss limit is reached, the account is liquidated for the remainder of the trading day. The rule is published here: https://faq.wemastertrade.com/what-is-the-daily-loss-limit-and-what-happens-if-i-break-it/
The reset time. For cTrader accounts, the Daily Loss limit resets at 00:00 GMT+0, based on the platform’s server time. This is a fixed server-time setting. It does not follow your local time zone or the opening hours of the market, and the same rule is applied to all cTrader accounts.
The review. Following your dispute, our Risk team reviewed the trading records and the Daily Loss calculation again. They confirmed that your account did reach the Daily Loss limit and that the closure was processed correctly, with no calculation error identified. Our system processes order matching and trade closures in real time, and closing a trade can take about 1 to 2 seconds, so minor differences in the timestamps shown in the trading history are normal. A screenshot of your trading history was sent to you by email.
The Dashboard. Time zone information for trading is available on the Dashboard, and a screenshot showing where to find it was also sent to you by email. We have shared your feedback about making this more visible with the relevant team.
We understand the outcome is disappointing, and we are sorry that your conversation with our support team left you frustrated.
WeMasterTrade Team

Hi Mercy, thank you for sharing your experience.
We are not able to discuss another customer’s account or payout request in a public reply, so we can only speak to your own account, 1213219, which was terminated on 17 September 2026.
The device violation. Our Risk review found that account 1213219 was accessed from the same computer device that was also used to access another trader’s MT5 account. Your review confirms this: you say you did not have your own MT5 setup and traded using another person’s laptop. Our device policy allows traders to use multiple personally owned devices, but the use of shared devices, or devices not personally owned by the trader, is strictly prohibited. Sharing a device with any other trader, regardless of the relationship between them, is not allowed under any circumstances. The policy is published here: https://faq.wemastertrade.com/can-i-trade-on-multiple-devices/
Once the same device is confirmed as used across different customer profiles, the device-sharing activity itself is recorded as a violation. Differences in login or trading dates, or the fact that one of the accounts was later terminated, cannot be used to exclude it.
This rule applies equally to every trader and exists to protect the fairness and integrity of the trading environment. WeMasterTrade has paid thousands of successful payouts to traders under the same published rules, verifiable through our official community channels. If you would like us to review the termination of your own account, please reach out via wemastertrade.com/report with your account details.
WeMasterTrade Team