GenesisFX Markets Opiniões 

Resposta da GenesisFX Markets

Há 3 dias

Hello Jay,

Thank you so much for taking the time to share such incredible feedback! We are thrilled to hear how consistently reliable and helpful Marina has been each time you contacted support.

Delivering attentive, effective, and solution-focused assistance is exactly what we strive for, and Marina truly exemplifies that standard. We will be sure to pass your generous words and recommendation directly along to her and our management team.

We sincerely appreciate your ongoing trust and loyalty to Genesis FX Markets, and we look forward to continuing to provide you with exceptional service. Wishing you continued success with your trading!

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Sam,

We take all feedback regarding withdrawal processing and customer support response times seriously, and we would like to provide clear context regarding your transaction.

A review of our system records shows that your withdrawal request was submitted late on a Friday evening, approximately 15 minutes before the weekly market close. While Genesis FX Markets actively processes standard automated withdrawals over the weekend, transactions requiring standard compliance or security verifications are handled by our compliance department, which operates during standard business hours from Monday through Friday.

As outlined in our withdrawal policies, when a transaction requires manual review or formal compliance verification, it is processed within business-hour timelines once operating departments resume on Monday.

When you contacted us on Saturday, our team noted this status, as compliance clearances cannot be bypassed outside operational department hours.

Please rest assured that your funds are secure. If you need any further updates or assistance regarding your account, please reach out directly through our 24/7 Live Chat or email us at support@genesisfxmarkets.com from your registered email address.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello,

Thank you for sharing your feedback. Because this review is posted under a generic display name, we are unable to verify your account or locate specific transaction records in our system. However, we would like to provide clarity regarding our standard withdrawal processing timelines and support availability.

Under our standard platform procedures, withdrawal requests are generally processed within 24 business hours. If a transaction requires manual verification, additional security checks, or formal compliance clearance, the processing window is between 24 and 48 business hours. Furthermore, requests submitted late on Friday before the market close that require compliance review are handled when operational departments resume during standard business hours from Monday through Friday.

Regarding communication, our support team is accessible via 24/7 Live Chat directly on our platform and by email. While response times can experience temporary delays during periods of peak market volume, our agents work continuously to ensure every client inquiry is addressed.

If you have an active account with Genesis FX Markets and need an update on a pending transaction, please contact us directly at support@genesisfxmarkets.com from your registered email address or connect with our 24/7 Live Chat. Please provide your account details so our team can review your request and assist you promptly.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Troy,

Thank you for sharing your feedback and for your positive words regarding our platform's structure.

We would like to clarify an important detail regarding your account setup: you do not need to wait for full document verification to begin depositing and trading. Under our current operational rules, full KYC verification is only mandatory when you are ready to process a withdrawal. You can fund your account and start trading immediately. Furthermore, to streamline this process entirely, our automated verification system is launching in the coming week to provide instant document processing.

Regarding your experience with our communication channels, we sincerely apologize for the frustration. As our brokerage grows, we are actively expanding our live customer support and dedicated back-office verification teams. We are also optimizing our AI assistant to ensure that whenever an inquiry requires personalized support, the conversation is routed immediately to a live human agent without delay.

If you have any questions about funding your account or would still like an update on your pending verification documents, please reach out directly to support@genesisfxmarkets.com from your registered email address, and our team will be glad to assist you.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Ken,

Thank you for sharing your feedback and for your 4-star rating. We are glad to hear that you have experienced the speed of our deposits and withdrawals, and we appreciate your long-term perspective.

We would like to address your observations directly and provide clarity on both the connection and credit behavior:

- Mobile App vs. Mobile Browser: If you are accessing the trading terminal via a mobile web browser (such as Safari or Chrome on your phone), browser-level memory throttling and background socket closures can cause chart loading delays and disconnections during high-volume sessions. We strongly recommend downloading and using the dedicated native TradeLocker mobile application from the App Store or Google Play to ensure an uninterrupted, stable connection.
- Credit & Negative Balance Mechanics: In periods of extreme market volatility, an adverse price move can push an account's cash balance into negative territory while the trading credit remains intact, as credits are designed strictly as margin support and cannot be lost. Under standard platform behavior, if funds are transferred into an account before the negative balance is manually corrected by our team, the system automatically assigns the incoming transfer to clear the negative balance deficit. We are actively rolling out automated negative balance corrections and transfer restrictions for accounts pending adjustment to prevent this from occurring.

Because we cannot identify your profile by a display name alone and strictly maintain data privacy standards, we want to correct your account balance manually.

Please send an email directly to support@genesisfxmarkets.com from your registered email address with your trading account number, mentioning that you posted this Trustpilot review regarding the negative balance and transfer. We will immediately route your case to our technical team to audit the account timeline and apply the appropriate balance and credit corrections so you can resume trading without delay.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Dwayne,

Thank you for taking the time to leave such positive feedback! We are thrilled to hear that you are enjoying the platform and had a smooth experience with our app.

We place a high priority on providing a secure and efficient onboarding experience, utilizing automated verification technology to verify client identities quickly while maintaining robust security standards.

We truly appreciate your support of Genesis FX Markets and wish you continued success with your trading!

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Jacquis,

Thank you for sharing your feedback. We appreciate the opportunity to clarify the execution timeline of your trade and the technical circumstances surrounding it.

Following a comprehensive investigation by our technical operations team, we would like to provide clarity regarding what occurred with your position:

- Liquidity Provider Session Break: Our system logs confirm that your manual request to close your position was submitted during our liquidity providers' scheduled daily maintenance and rollover window (between 00:00 and 00:05 server time). During this brief 5-minute daily session halt, external liquidity pools pause quote processing, which caused your manual market order to enter a pending execution queue rather than executing instantly.

- Broker Execution Model: Genesis FX operates on a No-Dealing-Desk (NDD) model where client ordersare executed without manual dealing desk intervention. We do not trade against our clients, manipulate price feeds, or artificially hold trades. We sincerely apologize that our initial chat assistance provided standard troubleshooting rather than immediately identifying this external provider pause.

- Final Trade Outcome & Take Profit: While your manual market order was held in the queue, your trade remained protected by your account's server-side risk settings. As Bitcoin continued its upward movement, the market reached your pre-configured Take Profit order, triggering an automated execution at your target price. As a result, your position closed successfully in your favor with a substantially larger profit than what was available at the time of your initial manual close request.

We will refine our support routing so that inquiries submitted during scheduled liquidity provider breaks are immediately escalated to our technical team.

We are pleased that this trade ultimately closed with greater profits for your account. If you have any further questions regarding your closed positions or account balance, please feel free to reach out to us at support@genesisfxmarkets.com or connect with our Live Chat from your registered email address.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

21/08/2026

Hello Mike,

We take all feedback regarding deposit processing and customer support response times very seriously, and we would like to look into this matter for you immediately.

Following a thorough review of our system records, we have been unable to locate any registered client profile or pending deposit/withdrawal transaction matching your name. To strictly protect client data privacy, we also do not discuss sensitive account details on public platforms.

If you have an active account with Genesis FX Markets and are waiting on a deposit/withdrawal, please reach out directly to support@genesisfxmarkets.com from your registered email address with your transaction details and account number. Our support team will locate your transfer and address this for you right away.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

Há 3 dias

Hello Juan,

Thank you for sharing your feedback. We understand how frustrating it is to experience delays with account verification, especially after funding your account. In compliance with international regulatory standards, completing full identity and address verification is strictly required before withdrawals can be processed.

We would like to clarify that on August 14th, our compliance team completed a comprehensive review of all pending verification queues and processed the documents for all accounts under your name. If your profile was approved, full access to trading and account services should now be active.

Regarding your communication experience, our automated AI assistant operates strictly within our website's Live Chat interface to provide immediate answers to general queries. All document verifications, compliance checks, and email communications are handled directly by our human support staff.

If your verification status is still showing as pending or if you need further assistance with your account, please send an email directly to support@genesisfxmarkets.com from your registered email address. Please include your trading account number so our support team can locate your profile and resolve this for you right away.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

15/08/2026

Hello Gabriel,

Thank you for your recommendation and kind words!

Regarding your message, our email and communication channels are fully operational. However, because we cannot access private account details from a public review and multiple accounts share your name, we are unable to look up your specific request here.

To get assistance right away, please connect with us directly via our 24/7 Live Chat on our website, or send an email to support@genesisfxmarkets.com from your registered email address with your account number included. Our support team will be happy to locate your profile and assist you immediately.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

15/08/2026

Hello Adanma,

We take all feedback regarding withdrawals and customer support very seriously, and we would like to look into this for you right away.

Following a thorough search of our system, we have been unable to locate any registered client profile or pending withdrawal request matching your name. To protect client data privacy, we do not discuss specific account details publicly.

If you have an active account with Genesis FX Markets, please reach out to us directly through our Live Chat on our website or email our team at support@genesisfxmarkets.com from your registered email address. Please include your account details so our support team can locate your profile and assist you immediately.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

15/08/2026

Hello Brianna,

Thank you so much for sharing your candid feedback and experience with us.

We completely understand that trading can be challenging, especially when emotions and market volatility come into play. While courtesy gestures and one-time exceptions are rare and reviewed strictly on a case-by-case basis, we are genuinely glad our team was able to support you and provide a fresh start for your trading journey.

We appreciate you choosing Genesis FX Markets, and we wish you great discipline, learning, and continued success ahead.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

15/08/2026

Hello FamousElgin,

Thank you for sharing your feedback. We would like to clarify our weekend withdrawal procedures to ensure there is no misunderstanding.

At Genesis FX Markets, we actively process withdrawal requests over the weekend, even while global financial markets are closed. However, if a specific transaction requires additional security or compliance verifications, it will be finalized on Monday when all specialized administrative departments resume standard operating hours.

If you have a pending withdrawal request that required secondary verification or if you need an update on your transaction status, please reach out to our team via Live Chat or email support@genesisfxmarkets.com from your registered email address. We will be happy to assist you.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

31/07/2026

Hello Sierra,

Thank you so much for the wonderful review! We are thrilled to hear about your great experience with Genesis FX Markets, from our fast withdrawals to the educational resources available on our platform.

We will be sure to pass your kind words along to Justin - he will be delighted to know his support made such a positive impact. We truly appreciate your trust and loyalty, and we look forward to continuing to provide you with top-tier service.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

30/07/2026

Hello Wanda,

We take all customer feedback seriously and regret to hear about your frustration regarding the time taken to resolve your request.

We would like to clarify why this process took longer than expected. When processing sensitive account updates, such as changing a registered email address, our support team must follow strict security protocols. In your case, creating multiple new profiles under different email addresses while the change was underway created system conflicts. Our technical team had to investigate, clear these duplicate entries, and restart the process to protect your account's security, which unfortunately introduced significant delays.

Our support team provides specific instructions to ensure account security, and following those steps directly without opening additional accounts is the fastest way to get your request completed.

As your case is still pending, our team will finalize your update for you and inform you regarding the next steps. We would like to kindly ask you not to take any additional actions (like new registrations) in our system until we finalize your request.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

29/07/2026

Hello Lisa,

We would like to directly address your claims regarding our corporate location.

Genesis FX Markets is officially registered in Saint Lucia as an International Business Company (IBC Registration No. 2026-00491). Ground Floor, The Sotheby Building, Rodney Village, Rodney Bay, Gros-Islet, St. Lucia is our official, legally registered corporate address.

Commercial office complexes such as The Sotheby Building standardly host registered offices and corporate headquarters for multiple international entities. The presence of other registered businesses at the same physical location is standard global corporate practice and does not undermine the validity of our incorporation or address.

If you have any legitimate inquiries regarding our corporate structure or platform services, please feel free to reach out directly to our compliance team from your registered email address.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

27/07/2026

Hello Latwan,

Thank you for updating your review and for your patience while our team processed your withdrawal.

We understand how frustrating delays can be, especially when waiting on a significant payout. While compliance and security verifications can occasionally cause temporary holds, we are glad our team was able to finalize everything and release your funds. We are also actively working on streamlining our communication to ensure faster response times moving forward.

We truly appreciate your continued trust in Genesis FX Markets and your ongoing support of our platform. We wish you continued success with your trading!

The Genesis FX Markets Team

Resposta da GenesisFX Markets

24/07/2026

Hello,

We take all concerns regarding account activity and compliance communication very seriously, and we appreciate the opportunity to clarify this situation.

Following a thorough review of our system logs, it appears there is a misunderstanding regarding which specific trading account under your profile reached the drawdown threshold.

To maintain strict client data privacy, we do not disclose specific account numbers, trading histories, or private account details on public forums. However, our compliance team is reviewing the information and screenshots you provided, and they will be sending a direct response to your open email thread to clarify the exact account details for you.

We appreciate your patience while our compliance department follows up with you directly via email.

The Genesis FX Markets Team

Resposta da GenesisFX Markets

28/07/2026

Hello Marvin,

Thank you for sharing your feedback. We sincerely apologize for the frustration caused by transfer delays, issues with promotion availability, and slower customer service response times.

We understand how important fast execution and clear promotional offers are to your trading experience. If you are currently experiencing a pending transfer, our support team can review and assist in processing it for you. Regarding promotional offers, specific terms, deposit requirements, or eligibility criteria may apply depending on the active campaign, and we want to ensure you receive full clarity on what is available for your account.

Improving our support response times is a top priority for our team, and we are actively working to speed up our assistance. Please reach out directly to our support team from your registered email address with your account details and the promo you were trying to claim. We will prioritize your request and resolve these issues for you promptly.

The Genesis FX Markets Team