Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The trading platform didn't work, and their auto liquidation didn't kick in until i lost over 12k. I want a refund of my initial investment of 5k and then the profits as well.

  

  Business Response

  Date: 04/04/2025

  Mr. ********* reached out to the Trade Desk requesting a refund for his trading losses. He claimed in his initial email that he hadn't entered any additional trades and believed that someone had stolen his laptop. He also stated that he experienced technical issues with the platform at that time, which contradicts his statement regarding the unauthorized trades and unauthorized access to his laptop. The Trade Desk replied confirming that we did not experience any service issues on our end, and that all trades made on that date, with the exception of a margin violation auto-liquidation, were submitted by Mr. ********* using his username and his IP address. Additionally, they denied the refund request.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23152529
  
  I am rejecting this response because:
  I have email proof of one of your workers lying and saying there was no issues and then said something that was completely a lie that I can disclose if needed...

  If they lied about something what's to stop them lying about something else

  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 04/07/2025

  Mr. *********,

  We take your concerns seriously, and wed be happy to review any additional information youre able to provide. If you have specific email correspondence that you believe demonstrates a discrepancy or miscommunication, please feel free to share it so we can take a closer look.

  We want to ensure full transparency and accuracy in our investigation, and we remain committed to addressing this matter thoroughly and fairly.

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 14th, NinjaTrader blocked me from trading without warning, leaving my account inaccessible. Despite complying with their unusual request for social media information and providing all the documentation they asked for, they have failed to address the situation. Ive spoken with or emailed them every day since, yet they have completely ignored my attempts to resolve the issue. This lack of communication, paired with their invasive and unreasonable demands, feels discriminatory and unprofessional, raising serious concerns about their integrity and customer service.

  

  Business Response

  Date: 01/27/2025

  NinjaTrader's Compliance team periodically reviews approved accounts and may request additional documentation or information to comply with government and industry regulations. When such a request is made, customers have a set time frame to provide the necessary documents. Failure to submit the requested documentation by the deadline will result in the account being placed in "Liquidation-only Mode." In this mode, the account is restricted to placing orders solely to liquidate existing positions and cannot establish new positions until it is unlocked. While communication has been provided, we ask that ***** reach out to NinjaTrader's ********************* if additional clarification is needed regarding the current status of the brokerage account.

• Initial Complaint

  Date:05/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute unauthorized charges totaling $1,350, billed at $225 every three months, made by your company to my account. Despite numerous attempts to understand these charges, I have not received adequate clarification or documentation confirming my consent for these transactions. My initial interaction with your service involved using a prop fund that provided me with a serial key, under the impression that I was solely subscribing to market data. At no point was I made aware that this would incur recurring charges, nor do I understand what these charges are for. I have previously contacted your customer service, but the only response received was a vague reference to a "Serial Key" purchase, which I do not recognize nor approve of. Given the nature of these unclear charges, I request a detailed breakdown of the charges, the cessation of further billing, and a full refund of the amount charged.

  

  Business Response

  Date: 08/15/2024

  This client never sent in a request to cancel his quarterly license key payment ($225 every 3 months). Filed dispute after one email explaining when the quarterly license key was purchased (2/8/23) and in that very same email we offered to cancel his renewal on that key. The client sent us a screenshot of the BBB report being filed and then one of our team leads (*********************) reached out to explain why they were charged and pointed out that the client never reached out to us for assistance with cancelling the renewal for this key. They claimed that we should have cancelled the key as they were working with a prop firm (Apex) and so the two keys were redundant, but we explained that the it is up to the client to cancel a key, and we are happy to assist should they reach out for help. We cancelled the renewal on the clients behalf 3 days after the report with the BBB was filed. For context, the client had to purchase this through Paypal personally, so they would have input their credit card details and agreed to our terms of service before we ever issued them a key. 

  Customer Answer

  Date: 08/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up at ninjatrader. Attempts to fund my account has been fruitless until an unauthorized payment of ***** was taken from my community bank account. Ninja acct *******

  

  Business Response

  Date: 08/15/2024

  The only charge I'm seeing for this client was a $4 fee charged for live market data. That was paid on 4/19 and verified the transaction in Stripe. This client didn't reach out to us about the $72 charge under the email listed, or under the email we have on file for their trading account ([email protected]). This is more than likely a charge from a 3rd party for tools to use on the NinjaTrader software. The client funded their trading account on 4/1 and then removed the funds by 4/27. They purchased market data through us after filing this complaint. 

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a family member hospitalized a little over a year ago. The NinjaTrader platform is always connected on my home computer just as my other accounts. I called all my account brokers to notify them that I will not be trading and to suspend any fees except data fees, including NinjaTrader. NinjaTrader decided to charge me $25/month. After the passing of the family member, I am now looking over statements and realizing this is the scam Ninja Trader is running. Along with this, they changed my clearinghouse from a well known one to their own so they can charge these fees. Ridiculous. I am seeking to have these charges reversed and advised by their own staff to withdraw all funds, which I have initiated. The account is under my father's name.

  

  Business Response

  Date: 08/15/2024

  This client claimed they reached out to support to cancel their data renewal stating that they wouldn't be trading for a while, however we have no such record of this client making that request. This was ultimately escalated to compliance as the client incurred $250 in inactivity fees. For reference - This fee only would have applied if they were using the software during those 10 months that they stated they were indisposed. After conferring with compliance, they informed me that we credited them back the $250, despite the policy being clear. The client was unhappy with this resolution, so we added an additional $300 as a courtesy and they came back and asked for $54 more on top of the $550. Joe Pucci worked with this client if we need more details. 

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I funded the account via ACH and wire from my brokerage and bank a week ago. They are not letting me withdraw any funds claiming that there is a 10 day waiting period. This is beyond acceptable. The longest any brokerage has told me an ACH must wait is 4 days. My main brokerage only waits 2 days. I believe they intend to keep the money locked up. I need it to pay my bills immediately.Additionally, they provide no bank wire options.Furthermore, they have failed to set up a trading account connection to their platform within a month of starting a newly funded account in October. They have been charging me data fees this whole time.They do not seem to be a legitimate clearing house for futures.I would like all charges and funded money back.

  

  Business Response

  Date: 08/15/2024

  Our policy on the ACH withdrawal window is very clear and we are happy to explain this to clients. In this case, the client messaged us repeatedly (7 chats on 11/16) and Dennis eventually reached out via phone to explain the policy. The client stuck around with us for quite a while after this issue was resolved. We can see from their 11/17/22 statement that the ACH withdrawal was processed through in the amount of $12,500. One thing I'd point out here is that this client is not in position to trade here or elsewhere if they are needing to move funds ASAP to pay bills as this would no longer qualify as risk capital. In reference to them not getting setup we reached out for a concierge onboarding call on 10/17/22 to assist this client, which was nearly a month before this complaint was filed with the BBB. 

• Initial Complaint

  Date:11/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A close of account and requested wire transfer on 10-31-2022. I was told by email that it should appear in my checking account within 3 days. It is now nearly 12 noon and it still has not. Numerous phone calls to brokerage support as well as emails have not been answered. The amount is $296.83. The company has engaged in a rather clever technique of claiming that it has upgraded its client portal but no data appears relative to Daily and Monthly account statements; absence of a paper trail is the way they are hiding impropriety. I am hereby requesting that the BBB inform Ninjatrader that I want a full refund of the wire transfer via the same method I wired the funds to my Ninjatrader account and do it ASAP!

  

  Business Response

  Date: 08/15/2024

  This client requested a withdrawal on 10/31 and it was processed and sent out on 11/1. The reason for the delay was that they opted to have a paper check sent to them. Despite filing this report, this client has remained active with NinjaTrader and had an active balance with us last month. We received an email from them on 12/1/22 where they led in with "To whom it may concern, this is Steven Travis, Loyal NinjaTrader customer." I believe the main source of the issue surrounding this one, was the client preferring to receive a check (which takes longer to receive) rather than paying the fee for an outbound wire transfer. 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 18358805
  
  I am rejecting this response because: I did not request a check, NINJATRADER OPTED TO SEND ME ONE OF ITS OWN VOLISION.  What's more, I did not complain about NinjaTrader regarding any matter as I have never had a grievance with the company.  I DO NOT THINK THAT THE COMPANY HAS BEEN A PROBLEM OF ANY SORT ALTHOUGH I HAVE NEVER OPTED FOR A TIME CONSUMING CHECK TO CLOSE AN ACCOUNT.
  
  Sincerely,
  
  Steven Travis

  

  Business Response

  Date: 08/22/2024

  Hi Steven, 

  We're happy to hear that you have no complaint with NinjaTrader regarding this matter nor have you had a grievance with our company. We were responding to an initial complaint on file with the BBB and if that's no longer nor has ever been applicable to you, we're glad to hear it! 

  Sincerely,

  NinjaTrader

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18358805, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Steven Travis