BitOasis complaints procedure
You can complain to BitOasis through the complaint form, the support page, [email protected] or live chat; a first resolution attempt is made within 3 business days, a resolution within 3 weeks and a final response from the Compliance Officer within 6 weeks, never later than 50 days, after which you can refer the complaint to VARA.
How to make a complaint
The procedure names four channels. Use any one of them and say that you are making a complaint.
- Complaint form
- On the BitOasis website.
- Support page
- The support page of the website, at bitoasis.net/en/support.
- [email protected], from the email address on your account.
- Live chat
- On the BitOasis website and in the app.
What to include
- The email address on your account
- The date and time of what happened
- The amounts and the assets involved
- Any transaction ID
- What you want BitOasis to do
Leave out passwords and verification codes.
Not sure it is a complaint yet? The contact page lists the support channels, and the frequently asked questions may already have the answer.
What happens next: timeline
| Stage | Deadline | Who handles it |
|---|---|---|
| First resolution attempt | Within 3 business days | BitOasis |
| Resolution | Within 3 weeks | BitOasis |
| Final response | Within 6 weeks | Compliance Officer |
| Latest date for the final response | Never beyond 50 days | Compliance Officer |
Read from the BitOasis Complaints Handling Procedure on . Last reviewed .
If you are not satisfied
If your complaint is still unresolved after the final response, you can refer it to the Dubai Virtual Assets Regulatory Authority (VARA). VARA is the regulator that issued VASP Licence reference VL/2024/11/001 to BitOasis Technologies FZE.
Start at the VARA website. Keep the final response and your messages, because you will need them. The regulator and licence details page has the register entry, and the summary of the BitOasis terms sets out the contract between you and BitOasis.
Records and fairness
Making a complaint costs nothing. BitOasis keeps a record of each complaint and of how it was handled. Complaining does not change how your account is treated.
A stolen password or a payment you did not make is more urgent than a complaint. Use live chat at once, and read the page on reporting fraud or a security issue.
Put the dates, the amounts and any transaction ID in your first message.