When a client reached out asking why their withdrawal or transfer was declined and they did not receive any email from us, you can check first if they currently have open trades.
The client will be unable to withdraw or transfer funds to another account if that would result
in the account being put in a margin call (below 90%).
You can advise them of the below:
"You can either reduce the amount you are trying to withdraw or increase your free margin by closing out trades. The system will not allow making withdrawals beyond that of the free margin putting the account into a margin call."