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Business Profile

Virtual Currency

Coin Cloud

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought litcoin from an atm it said 15 minutes its been hours already this is bull**** and by the other complaints i can tell this is going to be a problem i want my **** coin i bought it to use it asap not to have to wait till they feel like it or maybe they are waiting till it goes down in value to sell which should be illegal

    Business Response

    Date: 10/26/2022

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 12, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:10/05/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date: 10/03/2022 Amount: $1700 I purchased bitcoin $1700 to be received into my personal wallet. Per the company policy the funds should be received in your wallet within 30 minutes. As of today 10/4/22 I have not received my funds in my wallet.They have not kept their promises and I now see they have done this before. I advise everybody do not do business with Coincloud. They do not know what they are doing. Their system is not up to date and their customer service can be rude. The need to be shut down. I would also advise to put in complaints with your Attorney General.Account# ********** - ***********************

    Business Response

    Date: 10/19/2022

    Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 5, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

    Customer Answer

    Date: 10/21/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    Llyweyia *******

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On the 3/10/2022 i bought bitcoin worth $100 from coin cloud atm, i got a text from them at 03:18 PM that the transaction is on processing and will send me a text upon confirmation but till this moment i havent gotten a text neither have the bitcoin be deposited into my wallet. In all my years of buying bitcoin i have NEVER experienced such a thing i am scared i have been scammed. Please i need my bitcoin

    Business Response

    Date: 10/18/2022

    Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 4, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more. 

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

    Customer Answer

    Date: 10/22/2022

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:10/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought Bitcoin at the coin cloud machine over few hours ago and havent received my coin in my wallet yet please I need my coin in my Wallet please fix this for me with coin cloud I bought a coin of $500 and havent received nothing your in my Bitcoin which I bought from coin cloud machine.

    Business Response

    Date: 10/18/2022

    Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 4, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:08/09/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought bitcoin on 8/5/2022 at 4:38pm CST from a coincloud ATM machine in *******, TX. I called before even processing the transaction to see were they having any network issues and I was informed by a customer service representative that no they weren't. Today is now 8/9/2022 96 hours later and I still haven't received bitcoin that I purchased. Coincloud has ********* and ******* comments from multiple users also complaining. We were told all transactions would be processed by 8/8/2022 and nobody has received anything I would like to be compensated for my losses or my money refunded at this point I don't even want the BTC.

    Business Response

    Date: 09/07/2022

    Business Response /* (1000, 5, 2022/08/24) */ Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on 8/9/2022. Thank you for allowing us the opportunity to review and respond. The client completed a transaction using a Coin Cloud DCM on August 5, 2022. At that time, Coin Cloud was experiencing an unusually high volume of transactions. As a result, transactions were taking longer than normal to complete and caused delays in coins reaching clients' wallets. To prepare clients for longer wait times, Coin Cloud added a caution and disclaimer stating that additional delays were possible and "all transactions are irreversible." While we regret the client's unsatisfactory experience utilizing a Coin Cloud DCM, periodically there are delays due to heavy traffic that are out of Coin Cloud's control.

  • Initial Complaint

    Date:08/09/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased $100 in bitcoin over 48 hours ago on a local Coin Cloud atm. It states 10 to 15 minutes to receive my bitcoin in my wallet. This never happened. I called. They said it would be the next business day. Still never happened. 2 days later and they are telling me it will be within the next 24 hours. I feel scammed and beat and cheated. I trusted in this company to fulfil their obligation and feel it is going on deaf ears. Shame on you Coin Cloud for being rotten and swindling me. give me my bitcoin that I rightfully paid for as I am sure you are pulling interest off of it this very minute along with thousands of other hard working people. I hope you crumble.

    Business Response

    Date: 09/02/2022

    Consumer Response /* (2000, 5, 2022/08/12) */ Thu, Aug 11, 6:20 PM to Better Thank you for responding the company that I complained about has finally contacted me and taken care of the problem. You can close this complaint thanks again. Best regards

  • Initial Complaint

    Date:08/04/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased bitcoin from an Atm kiosk and due to issues on coin cloud it is taking over 12 hours to be delivered. this is the 2nd time this happens and all they do is say sorry. If a normal transaction takes 10 to 15 minutes when it takes over 12 hours, coin cloud needs to take responsibility on a level higher than an apology.

    Business Response

    Date: 09/02/2022

    Business Response /* (1000, 5, 2022/08/18) */ Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #******** received on 08/05/22. Thank you for allowing us the opportunity to review and respond. The client believes Coin Cloud should take more responsibility for the delay in his transaction completing. Each time the client contacted Coin Cloud's Client Support Team, he was consistently told that there was a delay in the blockchain network and that it would take longer than usual for his transaction to complete on the blockchain. All clients are required to accept Coin Cloud's Terms of Service prior to completing any transaction. Section 6.3 of Coin Cloud's Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more. While we regret the client's unsatisfactory experience utilizing a Coin Cloud kiosk, from time to time there are delays on the blockchain due to heavy traffic that are out of Coin Cloud's control. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Omg, give me a break! It had absolutely nothing to do with the blockchain, it had to do with the company having issues and needing to do each transaction manually, I know this because I was told this!!! So please don't give a reason that is not the truth! Business Response /* (4000, 9, 2022/08/31) */ Cash Cloud Inc. dba Coin Cloud is in receipt of the additional information provided for case # ********; thank you for allowing us the opportunity to review and respond. To ensure all consideration was given to the matter, Coin Cloud reviewed all communications with the client as well as the transaction history. Coin Cloud strives to provide our clients with the most efficient service when using our services to buy or sell virtual currencies. At times there are unforeseen circumstances, out of Coin Cloud's control, that will delay transaction confirmation times. Section 6.3 of Coin Cloud's Terms of Service states in part "the confirmation of Bitcoin transactions takes a period of time depending on a variety of circumstances." An unforeseen circumstance occurred around 8/4/2022 when this client initiated his buy transaction. While we regret the clients unsatisfactory experience using a Coin Cloud kiosk, there are unforeseen circumstances that could cause delays in transaction confirmation times.

  • Initial Complaint

    Date:05/22/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have used coin cloud multiple times without issue however last night I sold $900 worth of BTC to be picked up along with an exorbitant fee (almost $50 for $900.) the issue has arisen because the location that coin cloud advertises as open on Sundays is not. I have a screenshot of this as well. But when I call their support, instead of refunding my transaction, they tell me I will be forfeiting my fees. This is theft. And not only is it theft it should be a warning to all potential coincloud users that they can manipulate business hours to make sure they can't accommodate and then steal your transaction fees. This could all have been solved by simply refunding me, especially since I have used them frequently over the last few months and have been happy to pay their fees.

    Business Response

    Date: 08/26/2022

    Business Response /* (1000, 5, 2022/06/10) */ Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #******** received on 05/27/22. Thank you for allowing us the opportunity to review and respond. The hours of operation for the locations posted on our website are provided to us by the location themselves. In this instance, we have contacted the location directly and were advised that their hours have changed since they were initially provided to us, and they are closed on Sunday's. We appreciate the client bringing this to our attention and we are working to have this updated in our system. In his communication to BBB, the client identified that when he requested a refund, he was told that he would forfeit the fees that he had paid. The only fee that is not returned to the client upon the request of a refund is the miner fee, which is something paid directly to the blockchain. Section 3.11 of Coin Cloud's Terms of Service explains that if a refund is requested, the client understands and agrees that any miner fee paid will be subtracted from the total refund amount. All client's must accept our Terms of Service prior to completing any transaction. While we regret the client's unsatisfactory experience utilizing a Coin Cloud kiosk, we confirmed that the client's $900.00 sell transaction was completed.

Coin Cloud is NOT a BBB Accredited Business.

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