Guilherme F.
Withdrawal Denied Despite No Violation of Trading Rules
I requested a payout from FTUK, but it was denied due to an alleged IP/location inconsistency involving dashboard access. FTUK itself confirmed: “Our review did not identify any violation of our trading rules.” I have never accessed or traded on my MT5 account outside my dedicated VPS. All trades were executed manually by me. My VPS provider confirmed that my dedicated IP and VPS location have remained unchanged since July 6, 2026. My dashboard is accessed separately through my phone or MacBook using mobile internet or Wi-Fi, which may use dynamic IP addresses and inaccurate IP geolocation. FTUK associated dashboard access with Rio de Janeiro and, 34 minutes later, my payout request with Aripuanã, Mato Grosso. I have never been to Aripuanã, shared my credentials, or authorized anyone else to access or trade my account. I requested the technical evidence supporting this conclusion and offered logs, documents and live video verification. I had also previously received a payout from FTUK using the same setup: MT5 through my dedicated VPS and separate dashboard access. UPDATE - September 27, 2026 FTUK itself publicly confirmed that its review did not identify any violation of my trading rules. Therefore, the denial of my payout is not related to the way I traded, but to an alleged IP/location inconsistency involving dashboard access. I have never accessed or traded on my MetaTrader 5 account outside my dedicated VPS. All trades were executed manually by me. The dashboard, on the other hand, can be accessed from my phone or MacBook using mobile internet or Wi-Fi, connections that may use dynamic IP addresses and show geolocations that do not necessarily correspond to the user’s actual physical location. Therefore, I believe it is insufficient to conclude that I was physically somewhere else based exclusively on IP geolocation associated with dashboard access. I have evidence from the exact time I requested the payout. At that time, I was communicating with an FTUK support staff member, Umar, asking for guidance to ensure that I submitted the payout request correctly. I sent FTUK screenshots and records of this conversation by email. I also provided official confirmation from my VPS provider showing that my dedicated IP has remained unchanged since July 6, 2026, with no changes to the IP address or VPS location. I also ask FTUK to compare the available technical information regarding the devices involved in the accesses. If FTUK records device identification, device fingerprints, browser/session information, or other technical identifiers, I ask that these records be compared with my MacBook and the accesses in question. I am willing to provide the necessary information from my MacBook for this verification. This would allow for a more complete technical investigation instead of relying exclusively on IP geolocation. Another extremely important point is that I have previously received a payout from FTUK while using exactly the same setup: MetaTrader 5 through my dedicated VPS and separate access to the dashboard. Despite all the explanations and evidence provided, I am still waiting for an effective response regarding my case. Live chat simply tells me to wait or contact the team by email, which is precisely where I am already waiting for a resolution. In addition, I was removed from FTUK’s Discord, eliminating another channel through which I could seek clarification. I am not asking for special treatment. I am asking for my evidence to be properly reviewed and for FTUK to provide complete technical evidence demonstrating that another person accessed or traded on my trading account, rather than basing such a serious decision exclusively on IP geolocation related to dashboard access. I remain willing to provide logs, documents, VPS provider records, device information, and even participate in a live video verification if necessary to demonstrate that I am the person operating the account. Considering all the evidence already provided, I expect a transparent review, a concrete response, and a definitive resolution regarding my payout.
Response from FTUKSep 25, 2026
Hello Guilherme, Thank you for your review and for sharing your experience in detail. We want to address the key points you have raised transparently. You are correct that our review did not identify any violation of your trading rules, and we want to acknowledge that clearly. In fact we want to highlight that your previous payout of over $700 was approved without any issues precisely because your account was clean at that time. This demonstrates that our process is straightforward — when everything is in order, payouts are approved. It really is that simple with us. The concern we identified in this cycle relates specifically to account access. On September 16, your dashboard was accessed from Rio de Janeiro state at 11:52 UTC, and just 34 minutes later a payout request was submitted from Aripuanã, Mato Grosso — over 2,000 kilometres away. This is not a matter of geolocation margin of error. The distance and time gap make it physically impossible for the same person using the same device to be responsible for both connections. We also want to address your point about this being your second payout with us using the same setup. We review every payout cycle independently and a previous approval does not exempt a cycle from review if new concerns are identified. We have responded to your formal dispute in detail through our direct correspondence and we wish you all the best going forward. FTUK