PROBLEM update: zulutrade will investigate refund

Yesterday zulutrade did answer my email by promising to investigate why the trade was not closed and if I deserve a refund. Below the two emails.

Dear xxx,
In your case we have received a closing signal for a trade and sent it to the broker, however we did not receive any reply. But when thousands of closing signals are sent to the broker at the same time (fx markets has a lot of users), some signals may slip. This maight have happened for many reasons.
Our technical team is currently working on clearing out what has happened in order to minimise a probability of such cases happening in the system in the future.
In any case you should be aware of this problem (which is very rare, but still plausible) and check your account.
If there are any further questions please do not hesitate to contact us again.
Regards,

Dear Sir,
Your request for a refund has been placed. As soon as technical department will clear out the resons of this problem we will get back to you.
Regards,