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Share stop loss not triggered


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I had a stop loss on a share deal. the price was lower than my stop loss when the market reopened and IG took heavy loss from me and mentioned that the stop loss is not triggered as the market opened in a lower price. I had a stop loss to protect the lower opening only but IG says that the stop loss is not triggered. I am not sure how is that possible? IG team provides me slippage document but slippage happens when we open a new position but mine had stop loss. I thought that having stop loss will be safe but it is not the case in IG. any body faced same?

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