Complaints

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.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Gemini is a crypto holding in a trading company. I placed a small ($500) investment there in 2022 to test the crypto market as a possible investment modality. I decided to remove my money, and while logging in, I was denied and informed my account had been freezing. I contacted customer service and was asked to file verification via a selfie, which I completed. It's been weeks, but they haven't frozen my account, and they stopped responding to my emails. I researched the company and it seems this is common practice. I still have never been told why my account was frozen. It just had a small investment sitting there and I don't interact with it, so I couldn't have tripped some sort of suspicious activity monitor. I need help getting my account frozen, and I feel someone should take a serious look at this company's practices.

  Business Response

  Date: 11/26/2024

  Gemini Constellation (Gemini or we) has reviewed the complaint filed by **** **. Gemini Constellation is the administrator and servicer of the Gemini Credit Card, issued by *******. We appreciate this matter being brought to our attention, however, this complaint should be addressed to Gemini ************** the crypto exchange entity, not Gemini Constellation, the credit card entity. As we are two separate business entities Gemini Constellation is unable to respond to this complaint. Please redirect your complaint to Gemini Trust Company.

  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  We apologize for any inconvenience experienced by **** ** as a result of this matter.  

  Onward and Upward,

  Gemini Constellation
  

  
  

  Customer Answer

  Date: 12/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** **
  
  
  
   
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My card was stolen & 2 transactions were made unauthorized, so Gemini decided to only dispute one of the transactions & left other on my account for ME to pay for Ive sent police report & all & they refuse to let me speak to anyone

  Business Response

  Date: 08/05/2024

  August 5, 2024
  

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

  Re: BBB Complaint ID: ********
  

  Gemini ************** LLC (Gemini or we) has reviewed the complaint filed by *****************. We appreciate this matter being brought to our attention, however, this complaint should be addressed to Gemini Constellation, the credit card entity, not Gemini ************** the crypto exchange entity. As we are two separate business entities Gemini ************* is unable to respond to this complaint. Please redirect your complaint to Gemini Constellation.
  

  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  

  We apologize for any inconvenience experienced by ***************** as a result of this matter.  
  

  Best, 
  Gemini ************** LLC.

  Customer Answer

  Date: 08/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had a account with ******************** few years ago and it was canceled but my data was stolen and Im getting harassed by scammers and my debit card was compromised and I hired a data repair company and they noticed that a company Gemini was stealing my data and selling it to third parties and I want my data to be removed and gone for good . I had to replace my debit card twice and my credit card because Im a victim of data breach and fraud . Please remove my data

  Business Response

  Date: 05/31/2024

  May 31, 2024

  ******************
  ************************************************************
  Re: BBB Complaint ID: ********
  
  Gemini Constellation (Gemini or we) has reviewed the complaint filed by **************. We appreciate this matter being brought to our attention, however, this complaint should be addressed to Gemini ************** the crypto exchange entity, not Gemini Constellation, the credit card entity. As we are two separate business entities Gemini Constellation is unable to respond to this complaint. Please redirect your complaint to Gemini Trust Company.

  
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  We apologize for any inconvenience experienced by ************** as a result of this matter.  

  
  Best, 
  Gemini Constellation
  

  
  

  Customer Answer

  Date: 06/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my last 2 statements with Gemini Credit Card, I have been paying the full amount of my statement and on time however I have been getting charged interest charges. I called Gemini customer support and they told me that I am being charged for the next couple of months interest because of a payment made 3 months ago not in full. That they charge you interest for the next 2 months even though you pay the statements in full. I believe this is a scam on behalf Gemini and probably illegal. I have not uploaded my credit card statements to prove out of privacy concerns but Gemini has the records so no needed and if they contact me I can give them the proper information to locate them. I insist on correcting my account and adjusting the interest charges.

  Business Response

  Date: 12/15/2023

  ******** *** **** ************************* ************************************************************************ ************************
  
  RE: BBB Complaint #********
  
  Dear ****************,

  Thank you for reaching out to Gemini regarding the status of your account. Gemini is in receipt of your Better Business Bureau (BBB) complaint received on December 5, 2023, relative to your WebBank/Gemini Credit Card.

  In your complaint, you advise that you have been paying the full amount of your Gemini Credit Card statement on time for the past two statements and have received interest charges. You indicate that you called Geminis customer support and were informed that you are being charged interest for the next couple of months because three months ago a payment was made that was not the full statement balance. You further advise that Gemini has charged you interest even though you have paid the subsequent statements in full. Your desired resolution is for Gemini to adjust the aforementioned interest charged to your account. 
  
  Upon receiving your complaint, Gemini conducted a thorough review of your account and of the information you provided. Our review found that the interest you referenced in your complaint was appropriately applied to your account and in accordance with your Cardholder Agreement. Interest was assessed on your account because your account lost its ***** ****** as the result of your September payment being less than the Statement Balance. Since then, you have paid your Statement Balance in full for two consecutive billing cycles and your account has regained its ***** ******. As detailed in Section 8 of your Cardholder Agreement, when an account loses its ***** ******, interest will be assessed until the account regains its ***** ******. Cardholders can regain their Accounts ***** ****** for purchases after paying the Statement Balance in full by its corresponding payment due date for two consecutive billing cycles. 
  In your case, as reflected by your account statements, your September 6, 2023 payment of $100.00 was less than the Statement Balance ($702.20) for your July 13August 12, 2023 billing period. This resulted in your account losing its ***** ******, which then led to the application of corresponding interest, which totaled to $20.91 for the July 13August 12, 2023 billing period. In addition, as your account had lost its ***** ******, your account was assessed $19.00 in interest for the August 13September 12, 2023 billing period and $23.25 in interest for the September 13October 12, 2023 billing period. 

  When the full Statement Balance is not paid by the due date, the remainder of the statement balance rolls over into the next months statement balance, incurring interest in the meantime. The ***** ****** will not apply on this rolled over balance. Because interest is calculated on a daily basis (Average Daily Balance Method-See 8 of Cardholder Agreement), residual or trailing interest applies on this rolled over amount in the following statement cycles. Please note that it may take up to an entire billing period for a payment to reflect on the statement balance with interest continuing to accrue during this period. Additionally, purchases made outside of the 25 day ***** ****** will accrue interest pursuant to the terms of your Cardholder Agreement, even those less than 30 days old. Available credit, as shown in the Gemini app, will reflect payments within 7 business days of ACH payments.

  Your account statements reflect that you made payments for the full amount of the Statement Balance for the August 13September 12, September 13October 12, and October 13November 12, 2023 billing periods. Accordingly, you were not charged any interest on purchases following the October 13November 12, 2023 billing period, as you had paid the full statement balance for two consecutive billing periods after losing the ***** ******, allowing your account to regain your ***** ******. Your account statement provided for the November 13December 12, 2023 billing period reflects this as no interest charges were applied. 

  Although you regained your ***** ****** after paying the full statement balance for both the August 13September 12 and September 13October 12, 2023 billing periods, the ***** ****** is only maintained for purchases included in the Statement Balance in the following and each and every subsequent month by paying the Statement Balance in full by its corresponding Payment Due Date. 

  
  We hope that this provides an adequate explanation regarding the terms of ***** ******s and interest calculation of your Gemini Credit Card. If you have any further questions, please reach out at ********************************** or **************. 

  
  We trust this letter explains and resolves this matter. 

  
  Onward and Upward,
  Gemini Credit Card Support

  
  

• Initial Complaint

  Date:04/13/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Applied for a crypto and credit card on 9/17/2022. Was approved for a Gemini account and ********************** card 9/22/22. Bought some crypto September and October. Sometime late October, I noticed my account was suspended. Called and emailed 11/3/22 and they said my account was closed. Back and forth emails and phone calls, too many to count, one excuse after the other. Its being escalated! And they have no supervisors to talk to. The worst customer service.Fast forward to April 2023, 5 months, Ive withdrawn most of my money, all but a measly $17.85. *** asked repeatedly on how to withdraw the leftover money. The instructions they send do not work. I asked repeatedly what I have to do to reinstate my credit card, and I never get an answer as to how you can, its always, its confidential why we closed it. As if I had done something illegal, Im offended! Its a complete circus act! These are fraudulent and unethical practices. Ive researched online and its all over the internet. The same exact scenario. It doesnt fix the problem but at least Im not the only one.

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gemini Credit Card regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a Gemini Trading account since 2021. On 05/12/2022, I applied for the Gemini credit card online, got approved and got email that card will be received in few days. Since no card was received, I contacted Gemini customer service and ticket ******* was opened in May 2022. For the last 7 months, I have been sending emails every month asking for card status and the only reply that I have got from Gemini is 'Issue has been escalated. Team is working on the issue and will reach out'. In August, Gemini asked me to reapply for the credit card but that also did not work. How can this issue be unresolved for 7 months? I have wasted my time waiting for the Gemini credit card and in turn have lost money since I was not able to get the crypto cash back rewards available to credit card customers. I have never heard of any company having an issue unresolved for 7 months. I filed BBB complaint ******** on 12/26/2022 against Gemini Trust and they replied that this complaint should be filed with Gemini Constellation, hence filing with Gemini Constellation.Please have Gemini constellation provide resolution by issuing my credit card.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gemini Card regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Around mid-november, Gemini halted customer withdrawals from their "Earn" program. Since then, they have yet to release my $18,000 which were withdrawn on the morning of the news. (*************************************************************************************************************************************************)Since "Gemini Earn" was marketed as a better savings account, I decided to move some money into the Earn program's USDC pool which earned a reasonable 5% a year. After reading that Gemini vets their third-party lenders which provide this yield with such rigor, I decided this was a safe place to park my money.Please let me know if I can provide any further information.

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am not able to withdraw my money from Gemini crypto app. I had my money in Earn program and that 7.5k is very important to me. Its a make or break. Gemini has paused withdrawal. I really need this money

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Gemini Card regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:11/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Gemini Caard system had a technological issue which prevented my payment although submitted on time. **************** is terrible as their agents speak poor english and do not have capacity to understand or resolve issues. Finally, they calculate finance charges incorrectly, resulting in their finance charge calculation being five times what it should be. Despicable company

  Business Response

  Date: 11/16/2022

  ******** *** **** *** *** ********* ** ********
  Dear ************************,
  Thank you for reaching out regarding your concerns about your Gemini Credit Card. We value your business and after reviewing the information you have provided as well as the related account activity, we have decided to waive the incurred late fee and interest charges as a courtesy. At Gemini we strive to provide great value for our customers while offering some of the best crypto rewards in the market. Please find below additional details about your inquiry and how we calculate fees.  
  With regard to having been unable to make a payment, our systems do not show any attempts to add a payment method until 10/15/2022 when a bank account was linked to your account.  On that same date, 10/15/2022,  the first payment to the account was initiated but because the payment occurred after your 10/13/2022 payment due date, a $20 late fee was assessed. We have made the decision to reverse this late fee and have issued a courtesy $20 credit on 10/17/2022 to your account.
  With respect to your concerns about interest charges, Section 8 of your Cardholder Agreement explains the finance charge calculation. Interest charges are calculated as follows:
  
  Interest charge = Daily Periodic ************** Daily Balance x number of days in the billing cycle.
  
  Average Daily Balance = Sum of daily balances number of days in the billing cycle.
  A review of your transaction history for the 9/17/2022 - 10/1/2022 billing cycle shows that your $45.92 finance charges were calculated accurately and in accordance with the interest calculation methodology disclosed in the Cardholder Agreement. Notwithstanding, we have made the decision to issue a one-time courtesy reversal of the interest charges you incurred and credit $45.92 to your account. Please be advised that residual interest charges may apply in future billing cycles for any other unpaid balances, in accordance with the disclosed interest charge calculation. 
  We apologize for any inconvenience this has caused and we will use your feedback to improve our customer service experience going forward. 
  If you have any further questions, please reach out at ********************************** or **************.
  Onward and Upward,
  Gemini Credit Card Support
  
  

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Gemini Card representative has agreed to refund the finance charge on 11/10/22. As of 11/17/22 the refund has not been issued. Why is that??? It is correct that the $20 late fee was waived, and I appreciate that

  In the meantime, I have paid of the card in full and the only balance on the card is the interest charge that was promised to be refunded on 11/10/22, and is still on the account

  I maintain that initial payment and account payment setup was performed on 10/05/22 (if you claim you do not have a record of this, this may be either part of the same previously described technology issue, or another - at any rate, this is your technology issue to solve); on 10/15 I have spoken to ****** at 7:30 PM EST and she has acknowledged the technology issue and apologized about it while promising that a supervisor will call me back, which they did not. This was repeated another five times - customer service representative promising that a supervisor will call me back, and they never did. I have also written four emails prior to receiving a single reesponse and engaged Gemini on Twitter

  ****** has further advised that late fee and interest charge will be resolved and late fee was refunded, but interest charge was not

  On 11/16 I tried to reach Gemini card representative that spoke to me on 11/10, but calls and texts were not returned

  October statement was paid in full as was November statement, so no further interest charges should be accrued

  The issue remains unresolved

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 11/28/2022

  ******** *** **** *** *** ********* ** ********
  
  
  Dear ************************,
  
  Thank you for reaching out regarding your concerns about your Gemini Credit Card. 

  
  The interest charge reversal of $45.92 has been processed and will be reflected on your next periodic billing statement. 

  
  If you have any further questions, please reach out at ********************************** or **************.

  
  Onward and Upward,

  Gemini Credit Card Support

  
  

  Customer Answer

  Date: 12/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hello, 

  It is factually correct that $45.92 interest charge has been refunded and that my account currently reflects zero debt

  The facts remain, as follows:

  1) Gemini Card technology caused the issue not allowing me to make the initial payment

  1)b) Initial customer service response was acknowledgement and acceptance of responsibility with promise to resolve - UNFULFILLED!

  2) I spoke to more than 10 people in Gemini Card organization, vast majority of them unable to comprehend and unwilling to resolve the issue - UNACCEPTABLE!

  2)a) I had to file BBB complaint and engage high ranking executives on LinkedIn before an attempt to resolve - UNACCEPTABLE!

  2)b) Initial promise to refund the interest charge was on 11/10, this was not completed until 11/17; I reported the issue on 10/15 - UNACCEPTABLE!

  2)c) This situation has actively cost more than 10 hours of my life; I am resolving their internal issues without consulting fee - I am a customer!!!

  ************************* has issues with: 

  3)a) Technology - as described above

  3)b) **************** personnel capacity to understand and resolve the issue

  3)c) Interest charge calculation - you cannot charge me interest prior to me receiving the statement reflecting the balance upon which interest is calculated - ILLEGAL!!!

  My complaint remains unresolved

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 invested over $117,000 crypto on GEMINI platform its been over a year.. after so much negative they close my account where I cant even let my money grow back. My account close since July 1st 2022 with a value of $8,735 with no explanation and they never send me my money. I been writing them so much no one return my request. This week my investment was worth $11.200 Please help me get my money back. I already lost so much I cant afford to lose more money. Thank you for your understanding.