At BitOasis, protecting your assets and personal data is our top priority. Recently, some users have experienced slower-than-usual KYC (Know Your Customer) verification times, affecting access to certain account features. We understand this can be frustrating, especially when you’re eager to trade or access your funds, and we want to explain what’s happening and what we’re doing to make things smoother.
What is causing the delays?
These temporary delays are due to a combination of:
- Stronger Regulatory Standards: Evolving compliance requirements across the region now demand more comprehensive verification checks to ensure user safety and platform integrity.
- Higher User Volumes: A surge in new and returning users has led to an unusually high number of verification submissions.
While these measures are essential to maintaining a secure and compliant trading environment, we recognize the inconvenience and are actively working to improve processing speed and to reduce wait times.
How are we resolving it?
We’ve taken several proactive steps to reduce disruption and ensure a smoother experience while your verification is under review:
- Scaled-Up Verification Teams: We’ve increased the number of dedicated specialists to accelerate application reviews and reduce wait times.
- 24/7 Customer Support: Our support team is available around the clock via email, prioritizing queries related to verification and account access.
- Proactive Communication: If you are missing any required documents or if the documents you shared with us are unclear, we’ll contact you directly with clear instructions for resubmission.
Throughout this process, your funds (fiat and virtual assets) and personal data remain fully protected by our robust security and compliance systems.
Frequently Asked Questions
1. Why are these verification checks happening?
We have enhanced our customer due diligence systems and requirements to align with regulatory standards. These updates strengthen user identity protection, prevent fraud, and ensure that BitOasis continues to maintain full compliance with all applicable regulatory requirements.
2. Why is my KYC taking longer than usual?
Verification times may vary depending on the document type, country of issue, and the number of requests we receive. Please note that enhanced manual checks are sometimes required for additional security validation.
3. Can I still access my account while verification is pending?
Yes. You can still log in and view your account balances, however, you will not be able to deposit or withdraw assets, or trade until your re-verification is complete.
4. What documents are accepted for KYC?
Please upload official documents only, screenshots, scans, or edited images will not be accepted. All uploads must be clear, readable, and in the required formats.
- Government-Issued ID
We require a clear photo of your valid passport or Emirates ID taken directly using your phone’s camera. Simply place the document on a flat surface and take a well-lit, unedited photo, no scanning or post-processing needed.
- Proof of Address (POA)
Ensure that your submitted POA document meets one of the following accepted categories, is in PDF format, and has been issued within the last 3 months. The document must display your full permanent address.
Accepted POA categories include:
• Utility Bills or Account Statements
Documents from licensed service providers clearly showing your name and address, such as:
– Electricity, water, or gas bills (e.g., DEWA, SEWA, Lootah Gas)
– Landline or internet bills (e.g., Etisalat, Du)
• Government-Issued Documents
Local or national government-issued documents related to property, such as:
– Ejari
– Title Deeds
– Rental Contracts
– Purchase Agreements
• Financial Institution Statements
Original digital documents from regulated banks or financial institutions, including:
– Bank account statements
– Credit or debit card statements
Important: Your Proof of Address must be in original digital PDF format. Printed, scanned, or edited copies will not be accepted.
5. Why was my KYC rejected?
Common reasons include:
- Submitting screenshots, scanned documents, or digital IDs for identity verification. For your ID or passport, we require a clear photo taken directly using your phone’s camera, not a scan or screenshot.
- Uploading a Proof of Address in an incorrect format. Your Proof of Address must be an original digital PDF, screenshots, scans, or images will not be accepted.
- Documents are expired, blurry, cropped, or missing key details. Please ensure your submission is valid, fully visible, and all four corners of the document are clearly shown.
- The name or address does not match your BitOasis account. The documents you submit must reflect your legal full name and current UAE residential address, consistent with your account information.
Please note that you can re-upload the correct documents through your BitOasis profile.
6. Is my money safe while KYC is pending?
Absolutely. The funds you keep with BitOasis are held in segregated client accounts, completely separate from BitOasis’ operational accounts or capital. We cannot and do not access or use user funds, unless you explicitly instruct us to do so.
7. Will my open orders or withdrawals be cancelled?
No. Any open orders or pending withdrawal requests that you had open at the time of reverification are processed normally.
8. How will I know when my verification is approved?
You’ll receive an email and in-app notification as soon as your KYC has been verified. You can also check your verification status anytime under the “Account Verification” section of your profile.
9. What if my documents were previously verified, but I’m being asked to provide them again?
In some cases, regulatory updates or expired documents require us to revalidate user information. This helps ensure compliance and maintain uninterrupted account access.
10. Can I speed up my verification?
Yes, make sure:
- Your documents are clear, uncropped, and recently issued
- File type is PDF or image (no screenshots)
- Details match your BitOasis account information exactly
- You’ve checked your email inbox for any follow-up requests or clarification emails from the BitOasis team
11. I’m already Tier 1 verified. Why am I being asked to complete Tier 2 verification?
A. As part of recent updates to our verification process, Tier 1 and Tier 2 have now been merged. To continue using your BitOasis account without interruption, you’ll need to complete Tier 2 verification, which is now required for all users.
12. Who can I contact if I still have issues?
If your account is restricted or you need help, please reach out to our 24/7 support team at [email protected]. Your request will be prioritized, and you’ll receive step-by-step assistance.est will be prioritized, and you’ll receive step-by-step assistance.
Important Notice: BitOasis does not provide investment or legal advice. If this content, including attachments, contains guidance or expresses a view, this is not to be considered or relied upon as investment or legal advice, and it is recommended that you obtain independent professional advice. Cryptocurrency trading/investing involves a substantial risk of loss and may not be suitable for every investor. If you do not fully understand these risks, you must seek independent advice from your financial advisor.
