6:58 pm, 26th of June, 2019 (GMT+8:00), the KVB Prime's European liqulity server experienced an unexpected breakdown,which caused abnormal opening price. In the purpose of protecting the rights of our clients, our risk control department, immediately launched the “Emergency Response Plan”. During the breakdown, we temporarily stopped the trading activities of those abnormal accounts. At 5:30am, 27th of June, 2019 (GMT+8:00), the breakdown was fixed.
The incident was caused by our lack of preparation for unexpected emergencies. We apologize for this.
We will compensate the clients for the losses caused by this incident during the breakdown period.
We classify orders that can be compensated during the breakdown period into the following types:
1. After the breakdown was solved, if forced liquidation wasn’t involved, we are able to execute the orders at the price that was the best interest to our clients during the breakdown period with the consent of our clients.
2. After the breakdown was solved, if forced liquidation was involved, we are able to help our clients to restore the original orders or execute the orders at the price that was the best interest to our clients during the breakdown period with the consent of our clients.
Please email your name, trading account number, order number, and your reasonable requests to complaint@kvbprime.com. Our online customer service will provide you the latest update of the progress of the compliant. It normally takes about 2 weeks for us to deal with such kind of cases, however, we will try all effort to do it as soon as we can.
We appreciate your trust and support over the years. We are pleased to have your suggestions from this incident, and many thanks for your understanding.
賠償通告
2019 年6 月26 日18 時58 分(GMT+8:00)，KVB Prime 位於歐洲的報價伺服器出現故障，導致部分用戶的開倉價格出現異常。為保障用戶權益，風控部門立即啟動了“突發事件應急方案”。在故障期間我們暫時停止了異常帳戶的交易功能，並於2019 年6 月27 日5 時30 分（GMT+8:00），修復故障。
此次事件，是由於我們對可能發生的突發情況準備不足導致。我們深表歉意。在本次故障期間，由於我們的原因給用戶造成的損失，我們會全額賠償。我們會對故障期間，不能平倉的訂單分為以下兩種類型：
1、故障修復後，如果該訂單沒有被強制關閉，在征得用戶同意的情況下，我們會以故障期間對用戶最有利價格執行訂單。
2、故障修復後，如果該訂單已經被強制關閉，在征得用戶同意的情況下，我們會幫用戶恢復原始訂單或按故障期間對用戶最有利價格執行訂單。
請將姓名、交易帳號、訂單號、以及您的合理要求，以郵件的形式發送至complaint@kvbprime.com，與我們線上客服聯繫，隨時瞭解事件處理進度。我們大概需要2 周時間才可以全部處理完。
此次事件，完全是由於我們的原因導致。我們對這次事件的發生，深表歉意。我們會加強內部管理，提升應對突發事件的能力。持續改善硬體和軟體環境，提升用戶的交易體驗。
感謝多年來，對我們的信任和支持。我們也會犯錯誤，希望能夠得到您諒解和指正。
400-886-7005
Support@kvbprime.com
complaint@kvbprime.com
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