General Information

Can I transfer funds between my accounts?

You can make an internal transfer of your funds between your accounts by following the below steps:

1. Log in to https://clients.xbmarkets.com/

2. Go to the funds menu at the left corner

3. Select ‘Transfer funds’

Choose which account you want to transfer the funds from and which your funds will be transferred to.

· You will see the Transfer Summary when you click Next

· If all the details are correct, you can Confirm transfer

Your funds will be transferred between your accounts with no delay.

How to open a live trading account?

If you wish you to register a live trading account, click on the ‘Open an account’ or “Get started” icon on the XBmarkets homepage and follow the steps required to complete the registration process.

Once all the registration steps are completed, login to XBmarkets with your email address and password you have received to your e-mail. Now you have to verify your account, therefore you should upload your documents (e.g., proof or identity and proof of address). You documents shall be verified by our team in the matter of maximum few hours. When your account is fully verified, you can manage your account, download our platforms and deposit your funds.

Please note that the possibility to open an account depends on your country of residence and current location.

How can I deposit?

Depositing into your account is not difficult. Once you logged into the dashboard, on your left hand-side you can see “Funds menu”. Click on the “Funds menu” and find the option ‘Deposit funds´ (on the left sidebar).

Select account you wish to deposit to
Select payment method
Finalize the confirmation steps
An e-mail confirming your deposit will arrive to your registered e-mail address.

Costs and fees

We do not charge any fees for deposits regardless of payment method*.
However, do not forget your bank and/or a PSP may apply a charge (i.e. Skrill, Neteller, Visa, MasterCard, etc.).

*For deposits and withdrawals via Neteller and Skrill, Redpine Capital Ltd has the right to impose a Fee up to 2.9% at its sole discretion.

How can I withdraw?

Withdrawal Process

Once you logged in into the dashboard, open the Funds menu in the top right corner and go to `Withdraw funds`optiom:

1. Select the account you wish to withdraw from

2. Insert the amount and confirm

3. An e-mail confirming your withdrawal will arrive to your registered e-mail address.

All the withdrawal are being processed within one business day. If you decide to withdraw from an account, where you have open position(s), please note that 20% of your free margin needs to stay in the account in order maintain the position(s).

Please keep in mind that your bank of PSP may apply a charge to your withdrawal transaction(s).

Payment methods

Please click here to see our payment methods in detail.

What charges apply to deposits?

We do not charge any fees for deposits regardless of payment method.

You might be charged by your bank, or the payment service provider (i.e. Skrill, Neteller, Visa, MasterCard etc.).

How long will my transaction take?

Excluding the bank transfers, in most cases Deposits are instantly reflected on your trading account. The details regarding our payment methods can be found in the Payment Methods section.

Deposits

· Bank Transfers: 3 -7 Working days

· Direct Banking (Unlimint): Instant for Supported Banks / Up to 3 Working days for the rest

· e-Wallets: Instant

Withdrawals are processed by XBmarkets within one (1) business day from the withdrawal request.

However the time needed to reflect the funds on your bank account depends on the method used to withdraw funds. The details can be found in our Payment Methods section.

Withdrawals

· Bank Transfer: 3 – 8 working days

· Direct Banking: 1 – 3 working days

· Credit/Debit Cards: 3 – 8 working days

· e-Wallets: Instant (Up to 1 working day)

Do you charge any fees for deposit or withdrawals?

Our aim is to offer to our clients the best trading conditions available, therefore we cover most payment processing fees. XBmarkets does not charge clients for depositing funds into their accounts.

The same applies to Withdrawals*.

You may incur fees charged by the bank, intermediate institution, or payment service providers (e.g. Skrill, Neteller, etc) depending on which payment methods you have chosen.

*For deposits and withdrawals via Neteller and Skrill, XBmarkets has the right to impose a Fee up to 2.9% at its sole discretion.

How do you ensure the safety of my deposited funds?

The safety of client funds is something that XBmarkets taking very seriously. Based on that, all client funds are fully segregated from the company’s own funds and kept in separate bank accounts in major European banks. This ensures that client funds cannot be used for any other purpose.

Moreover, clients of XBmarkets are protected by the Investor Compensation Fund for Customers of Cypriot Investment Firms (CIFs) which protects customer’s funds and provides compensation up to a specific amount in the case of the company’s insolvency. For more information, please visit CySEC’s website.

Can I trust you with my personal details?

XBmarkets endavours to ensure that your personal details are held protected at all times.

Secure servers are in place, encrypted password, need-to-know basis access and many more are in place to safely keep your details.

Can I lose more funds than I deposited?

No, your account will never go below zero.

This action is called Negative Balance Protection and is offered to all XBmarkets retail clients as an obligatory protection measure.

Negative balance protection means that even if markets move rapidly against your trades, your account will not become negative. This is especially important to new traders that may not be familiar with how rapidly markets move during announcements, market openings or general during incidents of extreme market volatility.

Negative balance protection ensures that traders with losing positions don’t end up with a negative balance in their forex trading account.

How can I change password or my login details on my Trading Platform?

If you in need of your MT5 Platform password change, you should follow the below steps:

Log in to your XBmarkets Client portal through the website www.xbmarkets.com.
In the Trader’s Menu on the left side of your screen find tab Accounts and then Accounts Overview.
From the list of your trading accounts as detailed in Accounts Overview tab, select the account which you want to make changes for and click its number.
The details, including the passwords in protected view, of your account will appear on your screen along with buttons “Change”. In order to change your pass, you shall click that button and follow the PIN verification and setting of new passwords.

Alternatively, only in cases where you do not have access to the Client portal for reasonable grounds, you can follow the steps outlined below:

1. Send an email from your registered email address to dealing@redpine.capital stating your request for the change of password. Please, note that any request deriving from another e-mail address than the registered one will not be considered by the Company.
2. In the email make sure to include the following information:
  · Your Trading account number
  · Your phone number
  · Your passport or ID number
  · Your residential address

By obtaining that information, we will be able to verify your identity and assist you with changing your password or updating your login details.

Keep in mind that by sending this email, you authorize the Company to make the requested changes on your behalf.