Luke Scicluna

Apr 3, 2025

Frequent Changing of Trading Conditions with No Regard for Traders and rude submissive representatives

I started the evaluation with high hopes, but several frustrating issues led me to give a 2-star rating. Initially, I used their demo mode, which was a great way to get familiar with their platform. Satisfied with the experience, I moved on to the paid evaluation. However, within weeks, they announced a switch to the Match-Trader platform, supposedly to improve the trading environment and meet trader demands. The integration of TradingView charts was a welcome feature, and at first, everything seemed fine. After the switch, I expected some teething issues, but certain changes directly impacted my ability to trade effectively. One major issue was the restriction on lot sizes. I primarily trade low-priced crypto, which requires large lot sizes, but they imposed a fixed cap on all assets. Initially, they adjusted the cap on some assets without issue, but when I requested an adjustment for a crypto asset priced at a fraction of a cent, they refused. Their response dismissed the obvious logic behind my request, claiming my proposed lot size was "nonsensical." When I pointed out that this restriction didn't exist when I signed up and that I had paid £500 for an evaluation under different conditions, their response was outright dismissive. One representative even told me to "calm down" and questioned "who I thought I was"—an unprofessional and unacceptable response. To be fair, not all their support staff were this rude; previous lot size adjustments were handled politely by a different representative. However, the refusal to address my concerns meant I had to accept that I could no longer trade certain assets, significantly limiting my strategy. Fast forward to today, and yet another major change has been forced upon traders: the TradingView integration on Match-Trader has been removed without warning. I emailed support, only to be told that Match-Trader no longer offers this feature—even though my demo account with Match-Trader still has it?Whether this is misinformation or an outright excuse, it’s hard to believe they would implement such a change without notifying traders. The platform is now worse than before. Basic features that were previously available are gone, like the ability to drag pending order markers, which now have to be entered manually. This is a massive inconvenience for me as a 1-minute timeframe trader—it adds unnecessary delays to trade execution, making trading conditions harder than they originally were when I signed up. At this point, it feels like they are either deliberately making trading conditions more difficult or their system updates are riddled with issues that support is unwilling to acknowledge. I have yet to receive a proper response to my concerns, and frankly, I’m tempted to abandon this evaluation altogether and go with a more reputable firm like FTMO. The only reason this isn’t a 1-star review is that one customer support member has been helpful in the past. But overall, this experience has been incredibly disappointing. It’s clear Lux Trading does not prioritise its traders or their best interests. Reading their replies to negative reviews, it’s clear that Lux Trading is defensive and dismissive of complaints, often blaming traders in a rude manner, even when errors or unclear communication occur. Rather than acknowledging or compensating for system issues, they hide behind technical disclaimers, insisting that traders are responsible for identifying discrepancies in their dashboards. Their responses show a lack of empathy and flexibility, focusing more on enforcing terms than actually addressing trader concerns constructively. This was exactly the tone I experienced when I made a complaint—completely unprofessional behaviour. Instead of handling the issue properly, they were defensive and dismissive, making it obvious they have a lot to learn about customer service. Reading their replies to negative reviews, it’s clear that Lux Trading is defensive and dismissive of complaints, often blaming traders in a rude manner, even when errors or unclear communication occur. Rather than acknowledging or compensating for system issues, they hide behind technical disclaimers, insisting that traders are responsible for identifying discrepancies in their dashboards. Their responses show a lack of empathy and flexibility, focusing more on enforcing terms than actually addressing trader concerns constructively. This was exactly the tone I experienced when I made a complaint—completely unprofessional behaviour. Instead of handling the issue properly, they were defensive and dismissive, making it obvious they have a lot to learn about customer service. Update : Their response perfectly illustrates my point.