XTB Online Investing Reviews 

Support is awful. I've sent a request to the support email. Waited for 4 days. No answer at all. No status update. I've tried chat, but the guy in chat was rude.

Why do they keep stressing me? Their crappy XStation5 doesn't work; the new trading charts don't either; they should get their shit together. People are risking their money; even their AI doesn't give a shit when asked for help and doesn't answer.

Worst broker ever used. They blocked my money, taking weeks for their support team to respond. FX Fees are too high up to 1% to buy stocks. Better use other brokers (int brok, trading 212, etc.) - way cheaper with better support services

I opened the account purely for a bonus rate on the cash ISA as I needed to save money short term between selling a property and buying a new one. Tried to withdraw the cash last week and was surprised the evidence I had to provide to do so, and was initially rejected so had to use a different bank account and took an extra day to do so. Having requested the withdrawal on Friday morning I still don’t have the funds on Tuesday and it’s going to delay my property purchase - should be completing by 1pm today and I can’t without this money! It’s appalling that the money can be in the ether for all this time as it’s left my ISA at 9.30am on Friday, and still not arrived by Tuesday. And yet (when it’s too late) I discovered that you say withdrawals “usually” arrive in 1-2 working days and can only complain after 3 days, when all other banks I’m dealing with make transfers within hours (if not immediately). Oh and I had a call/email on Monday asking if I had any feedback on service because I’d requested the withdrawal but no response when I explained the issue. Very poor service in this case!

Edited to add: I finally received my cash 8 days after requesting withdrawal. On day 7 XTB insisted that they had sent it and I had to speak to the receiving bank. They said the same on day 8 and sent me a transfer conformation form and then when I started making more of a fuss with them the money magically appeared on my account, and they emailed to say they had discovered a “technical error” which had delayed the withdrawal. Based on multiple other reviews I’ve read I suspect delaying withdrawal is part of their business model rather than being down to incompetence and I really regret ever opening this account.
Do not use this company!

So far so good, not the best platform out there, but definitely worth considering

Terrible company!
Traded with them for about a week, it was the worst experience ever. When trading the cfd when you close the position, it doesnt do it right away, even when you disable the option for asking twice to close position(wich causes losses sometimes), it open positions without you even asking, the delays are terrible. Wouldnt recommend to anyone. Did a complain about the problems,the reponse was with arrogance never assuming their problem! STAY AWAY FROM THEM!

I opened my XTB account in April in order to transfer my Trading Account from another provider, to take advantage of their commission free trading. Six weeks later they still hadn’t managed to transfer my shares to my new account.
Recently I received an email saying that they were going to close my account, giving no reason. The Email requested that I transfer the cash within my XTB trading account to my nominated bank account, however their system wouldn’t allow me to make the transfer. I contacted XTB and spoke to a Manager, who said he had updated their system allowing me to make the transfer immediately. After the call I attempted to transfer my cash but was still unable to make the transfer. I tried again the following day but their system still wouldn’t allow me to make the transfer. I then phoned the manager at XTB who once again updated their system to allow me to transfer my cash. This time I attempted the transfer whilst the manager was on the phone. This time it appeared to work as the cash left my XTB Account, however I have never received the transfer into my bank account. It’s been almost two weeks now and they have lost my money which is over £7000.00.
They are no longer returning my calls so I have Emailed the Director requesting that he arrange a phone appointment with me, so I can get some answers but thus far he has not responded.
This has been and continues to be an awful experience. I have made an official complaint over the phone but have had no response. My story should be a warning to anyone considering opening an account with XTB.

————————————————————

20th August Reply From XTB…

Having read XTBs response to my review, whilst I acknowledge their apology and can confirm they finally paid my money into my nominated bank account 15 days after I initiated the transfer withdrawal and after I had written my XTB Trust Pilot review, it strikes me as utterly disingenuous for them to say “No funds were lost.” I spoke to two managers and another 2 members of the XTB team on numerous occasions over the two week period, all of whom were unable to locate my cash or provide an explanation as to what had happened to my money. That is the very definition of lost!

XTBs claim, the timeline I experienced reflected their standard security procedures when transferring money, is deeply concerning. Two weeks to make a transfer, which on their Mobile App states the funds will be in your nominated bank account the next working day. What security checks would take two weeks? This was money being transferred out of my XTB account, an account in my sole name, going into a bank account the details of which they had registered on their records as my nominated bank account, which was also in my sole name. Further more, all money transferred into my XTB account to invest, came from that very same bank account.
I’m afraid XTBs response has antagonised me to the extent I felt obligated to respond.
I hope the response from the complaint I have made to XTB, offers a greater degree of honesty and contrition.

It has now been months, and XTB still refuses to respond to my reviews.

What makes this even more concerning is that XTB appears to respond to reviews from other customers, yet repeatedly ignores mine.

I have raised serious and specific complaints about my experience with XTB, including compensation that I was assured would be provided, communications with the Regional Manager, and evidence that I am willing to provide to support my claims.

I have already explained my situation clearly and publicly. Instead of addressing the issues or providing an explanation, XTB has chosen complete silence.

So I have a simple question for XTB: why are you responding to other customers but refusing to respond to me?

If XTB believes that my claims are incorrect, then this should be easy to address. Respond publicly, explain your position, and provide the facts.

Ignoring a serious complaint does not make it disappear. It only raises more questions about why XTB does not want to address my case publicly.

I am still willing to provide supporting documents, screenshots, and recordings regarding my experience.

XTB, I am giving you another opportunity to respond. If there is nothing to hide, why not simply answer?

Not much focus on low cost GBP ETFs listing on the UK LSE. My ISA values, even when held totally in cash on both a cash and stocks & shares ISA jumped around, wildly overstated on occasions made me worry about their systems. So choose to move to other providers, unbelievably they transferred without accrued interest, so now I have a relatively small amount interest sat in in the accounts I was looking to close. Customer service aren't being much help in sorting out the mess they have created. I would say go elsewhere with your money, to an institution that can calculate owed interest and know to pay it if you choose to move away.

Transferred an ISA to XTB from a previous provider. 100% of the follow-up done by the previous provider, no notification whatsoever from XTB - AI advisor is useless beyond inviting to email the customer service who do not answer. No clue where the cash balance is gone. So far the experience is really bad and stressful.

I would love to give them 5 stars but for now it's 3.

Everything was going really well, I was ready to make this platform my main trading platform but the problem happened on the 3rd of August 2026.

I had my funds ready and I was ready to make a quick scalp upon US market open as I had been doing, the problem is that instead of the platform buying 1 contract it bought 6 and then it completely froze for 1 straight hour, so it allowed me to purchase even if it purchased incorrectly but it wouldn't let me close my position, in result my funds were drained to the point I had -53 EUR from 240 Eur in my account (apparently XTB does not allow you to be in minus so this alone displayed that the system completely malfunctioned and invested more than I had accepted). I called CS and they said they had a general outage in their server and for me to raise a complaint, which I have.

So far so good, it's taken them 2 days to go from received to in progress.

I have raised complaint number 18509145 with the relevant proof of this happening (as well as recorded calls of their agents acknowledging the issue at their side, screenshots of me being unable to close and video recording) which is currently under review, in the case that I do not have to pursue further legal actions and my funds are returned I will modify my review to 5 stars as I understand that mistakes can happen even if they are mistakes like these, nevertheless, I will use other platforms to scalp in the future but I will still recommend XTB to friends and family members for ETF and actions, not for scalping as freezing is something day traders cannot tolerate.

Hope to see justice done without further pursue from my side, I will update this review accordingly when I receive a response.

EDIT - XTB responded in 2 weeks from my complaint and proceeded to refund me fully, recommend this brokerage fully!

1. Signed up as part of a promotion I saw via you tube finance channel but no bonus was ever given.
2. The process to withdraw money was very cumbersome and they don’t allow you to withdraw to a joint account which must be what most married couples use.
3. The choice of ETFs was very poor with most of the offerings in euros or dollars requiring fx fees to pay.
4 customer service is mainly bot led, and again not user friendly.
I would caution strongly against using this broker for your ISA.

I deposited using my USA Wise Visa card without any problems. When I tried to withdraw, I was told withdrawals to a USA bank were not allowed, so I had to use my local CIH Bank account. I withdrew $80 (around 750 MAD), but received only 470 MAD, almost 45% less. I expected normal bank fees, not such a huge loss. Very disappointing experience. I do not recommend this broker.

I can not log in. Custom support is slow and does not help at all.

Got a phone call to confirm my acount had been made and everything was ok, but the person calling was just rude to be honest
Chris he said his name was. Unprofesional and rude.
Wont be doing trades on there app.

It's easy to trade and more over Fast and Hassle free withdrawal!!

easy to use, intuitive

Very easy experience