At BitOasis, your security is always our top priority. Recently, some users have noticed slower-than-usual KYC (Know Your Customer) verification times, which may temporarily limit access to certain account features. We understand how frustrating delays can be, especially when you’re eager to trade or access your funds.


This update explains why these delays are happening and what we’re doing to improve your experience.


Why Are There Delays?

A few important factors are contributing to longer verification times:

1. Stronger Regulatory Requirements

Regulators across the region have introduced more detailed checks for all crypto platforms. These new standards help protect your identity, prevent fraud, and ensure a safe trading environment.

2. High Number of New Users

We’re seeing increased interest from new and returning customers, which means more verification requests than usual.

Although these steps strengthen platform safety, we understand the inconvenience and are working hard to speed things up.


What We’re Doing to Fix It

Here’s how we’re improving the process for you:

✔ Bigger Verification Team

We’ve expanded our team of specialists to review documents faster.

✔ 24/7 Customer Support

Our support agents are available around the clock, with priority given to verification and account-access issues.

✔ Better Communication

If any documents are unclear or missing, our team will email you with clear instructions on what to upload next.

Throughout this process, your funds and personal information remain fully secure and protected.



Frequently Asked Questions

1. Why are these checks necessary?

We’ve updated our verification systems to meet regulatory standards and improve account security for all users.

2. Why is my KYC taking longer than before?

Verification times vary based on your documents, country, and volume of requests. Sometimes, extra manual checks are required to confirm your identity.

3. Can I still use my account while waiting?

Yes. You can log in and view your balance.
However, you won’t be able to trade, deposit, or withdraw until your verification is completed.


4. What Documents Do I Need for KYC?

Government-Issued ID

Please upload a clear photo of your:

  • Passport

  • Emirates ID

Important:
✔ Take the photo directly with your phone.
✘ No scans, screenshots, or edited images.


Proof of Address (POA)

Your POA must be:

  • Issued within the last 3 months

  • In original digital PDF format

  • Showing your full name and complete UAE address

Accepted POA documents include:

Utility Bills

  • Electricity, water, gas (DEWA, SEWA, Lootah Gas)

  • Internet or landline bills (Etisalat, Du)

Government Documents

  • Ejari

  • Title deeds

  • Rental contracts

  • Property purchase agreements

Bank or Financial Statements

  • Bank account statements

  • Credit or debit card statements

Screenshots, scanned copies, or edited images will not be accepted.


5. Why Was My KYC Rejected?

Common reasons include:

  • Uploading screenshots or scanned images instead of photos

  • Submitting POA in the wrong format (must be digital PDF)

  • Expired, blurry, or cropped documents

  • Name or address not matching your BitOasis profile

You can re-upload corrected documents anytime.


6. Are My Funds Safe During This Process?

Absolutely. Your assets are stored in segregated client accounts and remain fully secure. They are never used for any purpose without your instruction.


7. Will my open orders or withdrawals be affected?

No, all existing orders and pending withdrawals continue as normal.

8. How will I know when I’m verified?

You’ll receive an email and in-app notification as soon as your verification is approved.


9. Why am I being asked to submit documents again?

Sometimes regulations change, or your documents may have expired. In these cases, we are required to revalidate your information.


10. How can I speed up my verification?

To avoid delays, make sure:

  • Photos are clear and uncropped

  • Documents are recent and valid

  • POA is a digital PDF

  • Details match your BitOasis profile

  • You check your email for any follow-up requests


11. Why do I need Tier 2 verification?

Tier 1 and Tier 2 have now been merged. All users must complete Tier 2 to continue accessing all account features.

Need Help?


If you’re having trouble or your account is restricted, our support team is available 24/7 at help@bitoasis.net.


Your request will be prioritized, and we’ll guide you step-by-step.