The tmgm pending order cannot be traded, and the slippage of 20 dollars causes the account to wear out

My account is 224710. On January 18, the account held a two-handed long order, and a pending two-handed short order was at 1822.5. The price fell in the morning, and the pending order was not traded. The long order was liquidated at 1804 and 1802 respectively, which caused the account to wear out. Another empty order of 641965 on the same platform with the same name was filled in 1818. The same order on the same platform, but one can be filled and the other cannot be filled. I reacted to the situation with the customer service manager as soon as possible, and the response I got was it was caused by market factors, but this was not the case when consulting other platforms, that is to say, it was only a problem with the tmgm platform, not caused by market factors. Later, I communicated with the customer service manager about the compensation issue, but they have been procrastinating. A few days after the Lantern Festival, I gave a reply saying that he was willing to pay, and then the customer service manager suddenly disappeared for a week, and then I contacted him who said that he would not pay, and then delayed for nearly a month, saying that he still didn’t pay. I just want to ask, this kind of slippage of more than 20 dollars, is it possible for customers to bear this responsibility, and the platform is not responsible at all, is it clean and shirk?