Prospero Markets Pty Ltd is a leading Execution-Only-Broker in the Asia Pacific Region, providing an online platform for trading financial instruments including FX, commodities, indices and Share CFDs. We offer 24 hours, 5 days a week service and support to our clients. Prospero Markets is regulated by ASIC, AFSL:423034。
General questions
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1.WHO IS PROSPERO MARKETS? ARE THEY REGULATED?
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2. WHAT INSTRUMENTS DOES PROSPERO MARKETS PROVIDE?Prospero Markets CFD product offering including: FX, commodities, indices, and Share CFDs. Specific product/instrument availability is subject to platform information.
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3. HOW DOES PROSPERO MARKETS PROTECT THE SAFETY OF THE CLIENT’S FUNDS?Prospero Markets ensure the safely of the client’s funds through account segregation, strictly holding client funds in segregated accounts at the Commonwealth Bank of Australia, independent of the company’s operational funds. Prospero Markets is regulated by ASIC.
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4. DOES PROSPERO MARKETS HAVE PREMIUM ACCOUNTS AND 1 ON 1 ACCOUNT MANAGER?Yes, at Prospero Markets we provide Premium/VIP accounts which offers 1 on 1 account managers. Please contact us for more information.
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5. What can I do if I’m not satisfied with your service or products?
Please contact us directly if you have any dissatisfaction about us:
(a) Email: support@prosperomarkets.com; or
(b) Phone: 1300 768 888; or
(c) Post: Level 4，990 Whitehorse Road， Box Hill 3128
We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within thirty (30) calendar days of receiving your complaint.
If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which Prospero Markets is a member.
You can lodge your complaint with AFCA by sending the relevant information and documents to:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: https://www.afca.org.au/
Please refer to Complaints Management Policy for more details.
如果您有任何不满意的情况，请直接联系我们：
(a)电子邮件: support@prosperomarkets.com; 或
(b)电话: 1300 768 888; 或
(c)邮寄信件: Level 4，990 Whitehorse Road， Box Hill 3128
我们会努力尽快解决所有的投诉。许多投诉可以在几天内或当场解决。我们会随时通知您有关您的投诉的信息，并会在收到您的投诉后三十(30)个日历日内向您提供内部纠纷解决（“IDR”）回复。
如果您的投诉未能在我们的内部纠纷解决（“IDR”）流程中得到满意的解决，您有权将您的投诉提交给澳大利亚金融投诉局（“AFCA”）。澳大利亚金融投诉局（“AFCA”）是一个独立的外部争议解决机制，浦华证券是其中的成员。
您可以将相关信息和文件发送至以下地址，向澳大利亚金融投诉局（“AFCA”）提出投诉：
澳大利亚金融投诉管理局有限公司
地址：GPO Box 3
Melbourne VIC 3001
电话：1800 931 678
传真：(03) 9613 6399
邮箱：info@afca.org.au
详细信息，请参看我们的Complaints Management Policy
Accounts Related Questions
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1. HOW DO I APPLY FOR A LIVE TRADING ACCOUNT?Click here to apply for live trading account.
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2. HOW DO I APPLY FOR DEMO TRADING ACCOUNT?Click here to apply for a demo account. Please be advised that demo accounts are only available for 30 days.
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3. HOW DO I CHECK ON MY APPLICATION STATUS?It will take 1-2 business days for us to process new account applications; clients will receive their application outcome via email. Clients may also check the status of their application by emailing: support@prosperomarkets.com .
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4. WHAT DOCUMENTS ARE REQUIRED TO OPEN A LIVE ACCOUNT FOR AUSTRALIAN REDSIDENTS?In order to complete the application processes, you are required to submit an ID and a Proof of Residence.ID Card: Drivers license/PassportProof of Address: utility bills/bank statement issued with the last 3 months.
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5. HOW TO DEPOSIT FUNDS INTO PROSPERO MARKETS?Prospero Markets provides many methods of deposits including credit card (VISA/MASTERCARD), Bank transfer, Bank wire, and Bpay. Bank wire transfer may result in interbank charges subject to your bank. Please be aware that Prospero Markets does not accept any funds from a third-party source.
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6. WHAT IS THE MINIMUM AMOUNT AT PROSPERO MARKETS?The Minimum deposit amount at Prospero Markets is $500 AUD.
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7. HOW DO I WITHDRAW FROM PROSPERO MARKETS, WHAT IS THE PROCESSING TIME?You may submit withdrawal request via your client portal and the processing time may take up to 1-3 business days.
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8. HOW DO I RESET THE PASSWORD OF MY CLIENT PORTAL?You may reset password by clicking on Forgot Password in the Client Portal. An email outlining the password reset instructions will be sent to your registered email.
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9. ONCE I HAVE SUCCESFFULY SETUP MY ACCOUNT, DOES PROSPERO MARKETS CHARGE ANY FEES IF THE ACCOUNT REMAINS INACTIVE FOR AN EXTENDED PERIOD OF TIME.Yes, if you have not executed any trades for more than 6 months, the account will be charged a monthly account holding fee of $10 AUD.
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10. HOW MANY TRADING ACCOUNTS CAN I HAVE?A client may setup a maximum of 3 trading accounts. If you require additional accounts, please contact our customer service.
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11. Can I change the base currency of my account?No，but if you do require an account denominated in a different base currency you may apply for a new account via the website or the Prospero Markets client portal.
Trade and Platform Related Questions
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1. WHAT IS THE HIGHEST LEVERAGE OFFERED BY PROSPERO MARKETS?The Highest leverage at Prospero Markets is 30:1. Please check on the MT4 platform for detailed information.
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2. DOES PROSPERO MARKETS PROVIDE MARKET ANALYSIS?Yes, at Prospero Markets we provide detailed general market analysis. Please subscribe to our free Newsletter for daily market update from Trading Central. Please note Prospero Markets provides general advice only and does not provide personal financial advice.
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3. HOW DO I DOWNLOAD THE MT4 TRADING SOFTWARE?Prospero Markets provide webpage, mobile and PC MT4 platform. Please click here to download.
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4. HOW DO I DOWNLOAD THE MT4 USERGUIDE?You can contact customer service for the MT4 user guide.
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5. WHEN DOES PROSPERO MARKETS CHARGE OVERNIGHT FEES (SWAP OR ROLL-OVER COSTS)? WHEN DOES PROSPERO MARKETS CHARGE TRIPLE SWAP?Prospero Markets charge swap at 24:00 (MT4 Platform Time), the swap can be applied or deducted from your account depending on whether you are long or short. For the specific standards and triple swap charge time please refer to the specification on MT4 platform（triple swap are charged on Wednesdays or Fridays）.
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6. WHAT IS THE STOP OUT LEVEL ? WHAT IS THE MARGIN CALL LEVEL?The Stop Level is 50%. The margin call level is 100%.
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7. WHAT IS THE MARGIN FOR HEDGING TRADES?No margin requirement requested for fully hedged positions. For partial hedging trades, the margin is subject to the net position of the traded instrument.
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8. WHAT IS PLATFORM TIME? WHAT IS THE GMT TIME?Platform time is the real time trading platform is set in, including the software’s charts and data. Prospero Markets clients that access MT4 are under the same platform time.For Eastern Daylight Time (EDT) during daylight saving (spring/summer), the platform time is set to GMT+3, while for Eastern Standard Time (EST) during standard time (autumn/winter) the Platform is set to GMT + 2.GMT (Greenwich Mean Time) is the time set at the Royal Observatory in Greenwich, London. The time here is used as a benchmark against all other time zones across the globe.