Dear Sirs,
Let me tell you the story from the begining. Mr. by the nickname FxGiant sent a claim to the company. After preliminary proceeding we offered a compensation to the client, but he was insisted on increase of the compensation sum.
In the course of the additional investigation which was conducted using server log-file and log-file of the platform as a material we have discovered that client's connections were fixed by the server, in spite of the fact that Mr. FxGiant says he could not log in the platform during almost the whole day. Numerous times Mr. FxGiant declared that he could not get an access to the trading server the whole day, though thousands of other company's customers were connected to the server and their deals were processing without any problem.

Moreover, upon closer investigation we discovered that the client gave us counterfeit platform log-file, what is proved by some discrepancies in time. Along with multiterminal the client was using Instatrader that day, this information was passed over in silence by him, and accordingly he did not give us InstaTrader log-file. In spite of this, the company were coming to terms till the end and tried to explain to FxGiant the groundlessness off his claim. We even agreed to pay compensation according to the totals of the first proceeding. But the company did not meet any understanding from the client's side. And the pretension was declined because of the absence of the reasons.

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Sincerely yours, Official Representative
InstaForex Companies Group
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