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:09/08/2025

  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 wired $547 to my NinjaTrader account from my ****** brokerage account on August 4, 2025. To my dismay, the wire was returned on August 7, 2025. I emailed NinjaTrader and they mentioned that wires from brokerages are no longer accepted. They accepted my wires from ****** in 2024 without issues but changed their policy with no notifications to the customer. There is nothing stating this on their website in the wire transfer section. They said their bank charged me $35 and I only got back $512. However, if they had posted the new policy then I would not have done the wire in the first place. Therefore, NinjaTrader should reimburse me for the $35 return wire fee. Here is their email notifying me about the change in policy (only after I had my wire returned and was charged a fee):Hello ******,Thank you for using NinjaTrader.Please see below for additional information regarding ****** transfers:Deposits Wires Only checking accounts are supported. Other account types, including investment accounts and designated beneficiary plan *** accounts, are not compatible.Funds sent from non supported accounts will be automatically returned and should appear back at your account in 1-5 business days.ACH is NOT supported If funds arrive from a ****** brokerage account "designated beneficiary plan ***" we will return.Please note the return process can take 2-4 business days for the funds to post to the originating account. While we previously accepted wire transfers from **********************, we regret to inform you that we no longer do so at this time. We apologize for any inconvenience this may cause and appreciate your understanding.Please, let us know if we can be of additional assistance. Sincerely,******** *.Treasury Associate

  

  Business Response

  Date: 09/11/2025

  Hi ******,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience you experienced regarding your recent wire transfer.
  
  We understand your frustration with the returned funds and the associated $35 fee. While our policies regarding deposits have been updated and communicated through our support channels, we regret that this information was not clearer at the time of your attempted transfer.
  
  As a one-time courtesy, we have applied a $35 credit to your account to reimburse you for the returned wire fee. We appreciate your feedback, which we will use to improve the clarity of our communications going forward.
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/11/2025

   
  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:06/18/2025

  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 have had an account with ******************** for over three years. Recently, they requested updated financial documents, including sensitive personal and retirement account information. I complied fully and submitted everything they asked for, but the process dragged on for two months with repeated document requests and almost no communication from their compliance team.After jumping through every hoop, they abruptly closed my account without providing any explanation. When I asked for a reason and requested deletion of my data, they refusedciting regulatory obligationsand responded with a dismissive this matter is closed.I understand certain data must be retained under financial regulations, but their complete lack of transparency, poor communication, and disregard for how they handle sensitive customer data is unacceptableespecially for a regulated broker.I am filing this complaint to document their conduct and to request:A formal written explanation for why my account was closed.Confirmation that any non-regulatory, non-essential data has been permanently deleted.This kind of treatment is unethical and concerning, and other traders should be aware of how NinjaTrader handles long-term customers.

  

  Business Response

  Date: 06/25/2025

  Hi ****,
  
  Thank you for taking the time to share your experience. Were sorry to hear that you felt the process fell short of your expectations, and we take concerns like these very seriously.
  
  While we cannot discuss specific customer accounts or personal details in a public setting, we want to assure you that your feedback has been reviewed internally by our Compliance and Management teams.
  
  As a regulated broker, we are required to follow strict financial and data privacy regulations. At times, this includes requesting updated financial documentation to ensure accounts are funded appropriately and align with risk-based requirements. We understand that this process can be time-consuming, and we regret if our communications caused frustration.
  
  With respect to account closure decisions, please know these are not made lightly and are based on multiple factors, including those related to financial risk considerations and regulatory guidance. In all instances, we aim to act in the best interest of both our customers and the integrity of the financial system.
  
  Regarding your data privacy concerns: We are required to retain certain account information for a minimum of five years in accordance with financial regulations. However, your personal information is only shared externally in limited circumstances, which is outlined within our policies during our account opening process and is stored securely within our systems. Any data that is not legally required to be retained is handled and disposed of in accordance with our internal data retention and privacy policies.
  
  Please note that these procedures and requirements were disclosed and agreed upon during the account opening process. By opening an account with us, customers acknowledge and accept the terms and conditions that govern our compliance obligations and operational practices.

  We acknowledge your concerns about communication, and we are committed to improving clarity and responsiveness in these matters. If you would like to discuss your concerns further or request additional clarification, we encourage you to contact our Support team directly.
  
  Thank you again for your feedback.

• Initial Complaint

  Date:05/23/2025

  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.

  On May 22 2025 I experienced a glitch on the NinjaTrader mobile iPhone app that led to financial losses for the second time. The first time on May 16, 2025 I lost $250 due to this issue but wasnt able to screen record the situation. The second time the app glitched I immediately started recording to have evidence regarding the issue. I reached out to the support team and explained to them the situation which they said they could only refund me the liquidation fees for the second time it happened but not the first since there was no proof. I was only refunded $125 but in total the app glitches costed me $550. Considering that $125 isnt even half of what I lost due to their negligence of not testing, maintaining and updating their app. If you go to their Apple Store reviews youll see that I am not the only person this has happened to and yet nothing has been done to fix the application. When I reached out to them via email they said that they couldnt do much because this was a hardware or local system factor and not a systemic issue but that is false. As I mentioned before many uses have experienced this systemic issue which led to them facing financial losses as well. Nothing is being done about the situation and they do not want to take responsibility for not keeping up with their mobile app. I will also be contacting the ************************ regarding this situation due to this being a huge flaw in their live trading app. I understand trading futures is a huge risk already but when youre using an app that will crash mid trade adds a even bigger risk factor and it should be fixed immediately. I have used many trading platforms before and have never experienced anything like this before which is why Im reaching out to the BBB to help me resolve this situation not just for me but for everyone else who has lost money using their mobile app on the Apple Store. The case # on file regarding the situation with NinjaTrader is #********.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out and sharing your experience with us. Were sorry to hear about the trouble you had while using our mobile app, and we understand how frustrating it can be to deal with unexpected issuesespecially when trading live.
  
  Our team carefully looked into your case, and both our Orders Desk and ********************** found no signs of a system-wide issue on our end during the times you mentioned. Based on the available information, it appears that the issue may have been related to something specific to your device or setup.
  
  That said, we really do appreciate you taking the time to document the second occurrence and share it with our team. As a result, we issued a $125 refund for the related liquidation fees. Unfortunately, since there was no documentation for the first incident, we werent able to verify what happened and couldnt provide a refund for that earlier issue.
  
  We take feedback like yours seriously and continue to monitor app performance closely. Were always working to improve the mobile experience and make it as reliable as possible for all users. We also review app store feedback regularly and use it to help guide future updates.
  
  We truly understand your concerns and want to assure you that our goal is always to support our traders. If you run into any problems again, please reach out to our support team with as many details as possibleincluding any screenshots, recordings, or info about your device and internet connectionso we can look into it right away.
  
  Thanks again for bringing this to our attention and for being part of the NinjaTrader community.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23371197
  
  I am rejecting this response because:
  NinjaTraders response, which attributes the issue to my device or setup, claims no evidence of a systemic problem, and justifies a partial $125 refund for the second incident, is inadequate and fails to address the apps systemic flaws or my full losses. I request the BBBs assistance in securing a full refund of the outstanding $425 and ensuring NinjaTrader addresses these issues.  
  
  NinjaTrader claims their Orders Desk and ********************** found no signs of a system-wide issue. However, my screen recording of the May 22, 2025, glitch, which caused a $300 loss, clearly shows the apps failure during a live trade, not a device-specific issue. I am not the only person that has experienced this as Ive provided prove of other users leaving identical reviews on their mobile app. 
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 06/04/2025

  Hi ****, 

  Weve watched your video and can see that your chart was blank at the time of the recording. However, a blank chart on the mobile application does not inherently cause trading losses. PnL is determined by your entry price and exit price, and the execution of trades and risk management remain under your control. Additionally, the unrealized PnL was visible and updating on the mobile application in your video. If you were experiencing issues monitoring your open position on the mobile application at that time, you could have accessed the web platform on your mobile device or PC. The Trade Desk is also available for trade emergencies whenever the markets are open. You stated that this was an ongoing issue for you with charting, yet proceeded to trade on the mobile app instead of working with Support to troubleshoot the unwanted behavior or using one of our other trading platforms in the meantime.
  
  In order to open an account, one is required to agree to the end user license agreement and the risk disclosure. These agreements state that NinjaTrader is not liable for any losses, and undertaking transactions on an electronic trading system exposes one to risk associated with the system. While this appears to be a local issue isolated to your use of the mobile application, one agrees to the risks of electronic trading and that system failure can happen. While there may be reviews reporting what sounds like similar behavior, there is no evidence validating that they experienced the same behavior as you. As we understand your frustration and value you as a member of the NinjaTrader community, weve already made a one-time exception and refunded the margin violation fees. This was done purely as a courtesy, and further credit adjustments will not be provided.

  We appreciate your outreach. Please let us know if you have any further questions. 

• Initial Complaint

  Date:05/02/2025

  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 am filing a complaint regarding unethical and misleading practices by NinjaTrader and Tradovate related to false advertising, poor communication, invasive document requests, and unprofessional account handling.I began the account opening process for my business ******************* on 4/01/2025 based on their advertised 12 business day approval timeline. It has now been over a month with no resolution. After confirming that all documentation was accepted and that my account would be cleared, my account was abruptly frozen without notice during an active trading week, causing significant disruption to my trading plans.Despite prior approval, I was later asked to provide personal bank statements from my business account, specifically my personal savings account. After explaining that my statements were consolidated, I was told they didnt care and must submit the entire statement, disregarding my privacy concerns.This occurred after I had already deposited $1,200 into the account from my designated business account for *************, showing full intent to trade. That deposit is now inaccessible due to the freeze, and I received no timely support.Customer service throughout this process has been extremely poorslow to respond, repeatedly asking for the same documents, and providing no real updates or accountability. Each interaction led to further delays without resolution.NinjaTrader and Tradovates onboarding process is deceptive and harmful. Their failure to honor their advertised timelines, their invasive and inconsistent document requests, and their freezing of an active, funded account without notice demonstrate a lack of professionalism and transparency.I am requesting:1.Immediate access to my funds and resolution of the account ********** formal written apology.3.An internal review of their onboarding and customer service practices

  

  Business Response

  Date: 05/06/2025

  Hi ******,

  Thank you for reaching out and sharing your concerns. Weve carefully reviewed your account, and following its initial approval, it underwent a standard secondary review as part of our routine compliance procedures.

  During this process, we identified certain characteristics that fall outside of NinjaTraders policies.

  As the futures industry is highly regulated, we are required to consider a wide range of factors when evaluating account eligibility. Unfortunately, based on these considerations, we are unable to maintain your account for active trading.

  We understand this may be disappointing, and we appreciate your understanding of the regulatory environment we operate within.

  If you have any further questions, were happy to assist.

• 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.