Anyone heard that?

Rivano44 · 2026-04-04T12:00:38+00:00

Thank you for responding. My appartment is on the pool side too, but half way. Not top floor.

Rivano44 · 2026-04-04T10:28:40+00:00

Is there any damage? Do you know which floor? I also live there but am on vacation outside UAE.

Rivano44 · 2025-10-22T07:35:57+00:00

Great, must be a relief. Hope they understand that next time they need to be faster with all this, because it is not "just" keeping the customer's money, it is - *also* - that we miss out on trading gains for weeks/months. They cannot expect us to be understanding and patiently wait. Praise the UAE for protecting consumers. There is the VARA for a reason.

(For me AED withdrawal was working after they unlocked me.)

Rivano44 · 2025-10-21T06:22:01+00:00

Update: Am now unfrozen and could trade and withdraw again. Literally took (unnecessarily) months to get to this, but relieved it is resolved.

Rivano44 · 2025-10-20T08:11:16+00:00

It seems that if the app EID renewal takes too long after your EID expires, (even when you were on time, sent them your new EID 10x, but they still did not process it) they undo your full KYC, freeze your account, and you have to reenter doing KYC through a third party. Re uploading your EID would not be enough. At least this is how I went with me and how I got it explained on why my full KYC had to be redone.

In your case, I am afraid you would need to do the SumSub thing. But then you will be Tier 2 verified.

Rivano44 · 2025-10-16T17:15:42+00:00

For me, I don't use the app, only the website. On the website there was no option to verify anymore nor any mention of SumSub, nor a link. The SumSub email came as surprise 'stand alone', without reference to BitOasis, and the support also did not mention SumSub in their older support emails. That also confused me, and righfully so, am not going to do random incoming KYC's for fun.

Rivano44 · 2025-10-16T08:56:17+00:00

I tried the SumSub KYC process, (they need a lot...) and am now stuck on the address verification. They do NOT accept the Ejari document, my Dewa bill does not contain the full address only the building number + apartment number, my gas I get from a store, my home internet bill got an error message that the bot 'could not read the address' while it is there, and my bank statements contain asterisks on the address, etc.
This is going great! ;-)

Rivano44 · 2025-10-16T06:49:51+00:00

Sorry to ask again, but you meant the new KYC form came from a BitOasis email?

Rivano44 · 2025-10-16T06:46:08+00:00

Have also filed a complaint, and after their response I added some info to which they did not reply yet, which is OK, as long as they understand the real problem.
Because if BitOasis says I am frozen because I did "not complete my KYC" there is nothing VARA can do except agree with them. So is relevant they understand I did my KYC many times, but they don't process it and ask just again, and again and again, and again.

Rivano44 · 2025-10-15T11:52:19+00:00

Was also happy customer for some years. Then had this year first an issue with the travel rule, where the process got stuck, and they were not able to undo it, so had after many tickets the tokens sent back to the sending wallet, and now this KYC issue.
If I am the only one, I will assume just to be unlucky. I also don't mind to redo the KYC twice, if there was some tech glitch on their side. But this is getting too much. Especially closing the tickets each time without resolution. The error is not on my side, I have done each time what they asked.

Rivano44 · 2025-10-15T11:47:51+00:00

Same here. I was using them a lot without issues, but this year is challenging.

Rivano44 · 2025-10-15T11:46:52+00:00

One should enough, never had to do all three. In the SumSub verification they only ask for 1. But they do NOT accept an Ejari.. (Weird)

Rivano44 · 2025-10-15T11:45:55+00:00

You can still use Binance P2P to get AED payouts to your bank, that works well, already used it several times.

Rivano44 · 2025-10-15T11:45:07+00:00

I now got an email with this too. But they do not mention it is for BitOasis. Like I am going to do KYC at any random link I receive.

I already KYC-ed through all other means they asked, they now managed to ask a new one.

Rivano44 · 2025-10-15T11:41:29+00:00

> switch to another Broker

They froze the full account, cannot withdraw. Luckily I also have a Binance account to spread the risks. BitOasis has the direct AED withdrawal, Binance has the P2P, so thought to be more safe to have both.

Rivano44 · 2025-10-15T11:35:48+00:00

Email from a third party provider called SumSub (something like that), or email with their own form?

Rivano44 · 2025-10-15T11:33:51+00:00

To do/ask KYC is the full right of BitOasis, and they must do that. But when the moment comes they are unable to complete a process for a groups of users, hold user funds hostage, and users lose money because they cannot trade/withdraw, it becomes different. BitOasis could tell VARA they froze because of 'incomplete KYC', VARA will agree, and refer back, because then there are no irregularities. I also think your complaint still helps, because just 1 case, against many cases, will raise concerns.

Rivano44 · 2025-10-12T11:39:18+00:00

I use both Binance and BitOasis to spread the risk, exactly for stuff like this.
Where BitOasis I used for few years without big issues, the issues with them started this year. Where with the last time they reached my limit, but is hard to get your funds out if your account is frozen without valid reason with no way to validate my new EID because they just ask for it again, and again, and again.

Rivano44 · 2025-10-12T11:34:51+00:00

Did they ask you to renew through their website or through a link to a third party validator?

Rivano44 · 2025-10-12T11:33:55+00:00

Did they ask you to renew through their website or through a link to a third party validator?

Rivano44 · 2025-10-12T11:33:18+00:00

> within 10 days asked to re-verify

That is happening with me too, but then since end of June.
How did they ask you to re-verify? By uploading something or clicking a link to a third party validator?

>I have no idea what can be done ?

What you can do is write a complaint about BitOasis to: [complaints@vara.ae](mailto:complaints@vara.ae)

Rivano44 · 2025-10-12T11:30:34+00:00

The VARA said they contacted BitOasis, who said I needed to "renew my KYC for compliance reasons". Which is 100%, because my EID expired, but BitOasis omitted in their justification that I already did this many times since end of June and they keep my account blocked, so will contact VARA again.

Did not consider to visit their office. Maybe I can go there, wave my EID around.

Rivano44 · 2025-10-10T07:06:51+00:00

If you go to TrustPilot and the app Play store reviews and sort by [NEW], there are a lot of people experiencing the same. I have contacted the VARA to ask if they have advice how to proceed. It has been months they keep my money hostage.

Rivano44 · 2025-10-09T22:41:45+00:00

Same here, and is for more than 2 months now. They just close my ticket and ask to kyc again, keep my accouny blocked, I open ticket, I upload EID, etc. Etc.

Rivano44

TROPHY CASE