ComplaintsforGemini Trust Company, LLC
Current Alerts For This Business
BBB files indicate a Pattern of Complaints about account management concerns and customer service issues for Gemini Trust Company LLC. Since the beginning of January 2021, BBB has noted a dramatic increase in the number of complaints filed with BBB against Gemini Trust Company LLC. Consumers are telling BBB about their experiences after signing up for an account with the company. Most complaints mention that the Bitcoin currency in their accounts is inaccessible to them. Some complaints allege that the company’s verification process for withdrawals or transfers is holding up the transactions. A large majority of consumers have reportedly reached out frequently to Gemini Trust Company LLC but cannot get a response about how to fix the situation with their accounts. As of December 2021, BBB is still noting persistent issues with complaints filed against the company such as account verification delays, frozen funds, and difficulty in reaching a company representative to assist with resolving the problems.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased $2000 in cryto currency with Gemini approximately 6 weeks ago I have been trying to access my account without success. I tried everything for weeks now without success. i am unable to show prove because I am locked out of my account.Customer response
07/18/2024
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
06/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I'm making this complaint about Gemini's Crypto Exchange. I made deposits from my bank account within the past couple weeks and keep in mind I've made transfer to my own same external wallets prior (used gemini for fees as opposed to purchasing elsewhere). After my deposits were made I attempted to withdraw to a verified wallet address and was met with a security hold. Seemed understandable due to my high value deposit amounts so I was asked to answer and provide documentation with ID, voice video, photo, bank statements, paystubs, etc..All a strenous process and they prolong it email after email just to be met with an account closure email. I'm extremely upset for this as I did nothing but follow all appropriate steps and provide all necessary documentation. I've even used Authy always verifying any sort of transfer was made from me securing my phone. Not only that but now the deposits plus additional amount of USDC I had are stuck in my amount along with fees I've lost making purchases. This is not a uncommon theme it appears and gemini provides little to no support. My ticket ID is *******.Business response
07/04/2024
**** ** **** ************************************* ********************* ***************** ** *** *** ********* *** ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by **********************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible.
Gemini is still pending receipt of ********************** email confirming that they have resolved the issue regarding ACH deposits with their bank account. Once this confirmation is provided Gemini can proceed with resolving the account restriction. However, it should be noted that the restriction placed on ********************** account cannot be removed until the requested information is provided.
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.
Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ********************** as a result of this matter.
Best,
Gemini Trust Company, LLC.Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Gemini Crypto is holding my money and wont release it. I have complied with their requests and they tell me that they dont take my financial institution and are implying that I have to open another bank account and wait 90 days and send them the bank information to get my money. I have been going back and forth with them for a couple of months.Business response
06/30/2024
**** *** **** ********************* * ************ **** ********************* ** *** *** ********* *** ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by **************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible.
Gemini is still pending receipt of the bank statement and routing numbers from **************. Once this information is provided Gemini can proceed with adding the bank account and assist with the fund withdrawal. However, it should be noted that the restriction placed on **************** account cannot be removed until the requested information is provided.
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.
Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ************** as a result of this matter.
Best,
Gemini Trust Company, LLC.Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have funds with Gemini. They have recently stated that there is a fraud alert on the account and froze the account. I have stated there is no fraud, and now want to withdraw my funds. They have refused to communciate with me and have refused to refund my funds. I am at a loss as it has been over two months and they have stopped communicating and have locked me out of my account. I would like my funds to be returned to me. I am at a loss on what else to do.Business response
05/28/2024
*** *** **** ********************* ***** ***** **** ******************* **
Re: BBB Complaint ID: ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ******************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the funds have been returned to *** ******** account.
******************** 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 believe that we handled *** ******** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ****************** as a result of this matter.
Best,
Gemini Trust Company, LLC.Initial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gemini put my account in security hold. I've done everything and answered all the questions they asked. However, I still cannot withdraw my BTC. They don't answer or reply my emails that I sent more than 10times past few weeks. Something seems wrong here.Business response
05/23/2024
*** *** **** ************* *** ******** **************** **
Re: BBB Complaint ID: ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by **********. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the restriction on *** **** account has been lifted.
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 believe that we handled *** **** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ********** as a result of this matter.
Best,
Gemini Trust Company, LLC.Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been unable in the last month to withdraw my crypto coins from the Gemini platform to an external wallet. A security hold has been placed on my account. I have been a Gemini customer for a couple of years and never had a problem. I have always withdrawn my crypto to the same wallet with no issues. Gemini recently approved my wallet addresses as trusted addresses for more security. I recently purchased about $25000 of crypto without any issues. I contacted their customer support and was asked to provide some additional identification information which I did promptly. I then received 2 further emails stating they were working on my issue. For the last 2 weeks they have not replied to me. I believe they are stalling and dont want me to withdraw my crypto. After doing some quick research I discovered this has happened to a lot of Gemini customers recently. Gemini refuses to give a reason for the hold on the account. All I want is to withdraw my coins as per usual. The ticket number with customer support is *******.Business response
04/19/2024
April 19, 2024
***********
********************************************************************Re: BBB Complaint ID: ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by *** ******** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the restriction on *** ******** account has been lifted.
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 believe that we handled *** ******** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******* as a result of this matter.
Best,
Gemini Trust Company, LLC.Customer response
04/22/2024
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
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello BBB team.I'm a Gemini Earn customer.November 2022 they Frozen my ******* mouth ago they Frozen my account.I giving them everything they requested, selfies, drivers license holding my ticket number, answering questions about why I had crypto etc., NO RESPONSE! Help! My ticket number is ******* !Need help!I can't get money back because my account was Frozen.I think they don't want to return my money back.Please help me.Thank you *********************** If you need more information I'm ready to provide itBusiness response
04/17/2024
***** *** **** ***************************** *** *************** ********* ** ***** **
Re: BBB Complaint ID: ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ********************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the restriction on ********************** account has been lifted.
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 believe that we handled ********************** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ******************** as a result of this matter.
Best,
Gemini Trust Company, LLC.Customer response
04/17/2024
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
04/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Unable to transfer Bitcoin Hi - Ive had Gemini for about two months and today I tried transferring my crypto to a hardware wallet. It was the correct address, I verified my device (it somehow didnt recognize the same device id been using it with for 2 months) and then inputted the Authy code that was generated. It said your transfer requires additional review and cannot be completed at this time. I emailed customer service to ask why this was. Is that the only way to reach them?Then, I ignorantly clicked to add approved addresses only to see if that would fix the issue. And inputted the correct hardware wallet address. I had no idea of the hold time required. Then it said I wouldnt be able to withdraw crypto to this address FOR SEVEN DAYS! WTF! And clicking disable approved addresses only said the same thing - cant withdraw crypto for a seven day hold time! WTF is going on with this company? Non-existent customer service, not open on weekends, delayed replies, a customer service phone number that doesnt even work. What do I do? Please help. I just want my money.Business response
04/12/2024
April 12, 2024
*********************
************************************************************************************************ USRe: BBB Complaint ID: ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ****************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the funds have been returned to *** ******* account.
Due to a recent account review, ******************** has determined that *** ******* account must be closed. Unfortunately, we are unable to elaborate on the specifics of this decision at this time.
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 believe that we handled *** ******* complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by **************** as a result of this matter.
Best,
Gemini Trust Company, LLC.Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I opened a credit card account with ******************** on November 14, 2022. I routinely charged between $3,000 and $9,000 monthly and never missed or shorted a payment. My credit rating has stayed between 750 and 810 during my time with a Gemini credit card. On March 6, 2024, I received an email stating my credit card account was closed and no reason would be provided. Ive worked for large companies and run a small business and cannot imagine handling customers in this manner. Even a blatant violation of rules, something that I did not do, should at least illicit a valid response as to why the account was being terminated. I called several times and spoke to customer service, the answer every time was that the matter has been escalated and to wait on an email that will list how to get my account reinstated. The only email that came thru stated Although we understand you have questions as to the reasons behind this decision, Gemini is unable to disclose any further details. Ive obviously started researching Gemini in greater depth since this occurred and it seems this is common practice. I would have never opened an account with them if I knew they routinely closed accounts without providing any reasons. Im really just looking for answers here.Business response
03/25/2024
***** *** **** ********************* *********************************** ********** ** ****** *** *** *** ********* *** ********
Gemini Trust Company, 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 Trust Company, the crypto exchange entity. As we are two separate business entities Gemini Trust Company 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 Trust Company, LLC.Customer response
04/01/2024
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
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have done everything that you are supposed to do to link my bank account to ******************** but it still has not happened. No one from customer service ever helps to solve any problem. All you get is the same message from Gemini every time you try to contact them about doing the same things that you have already done. Its very frustrating and stupidBusiness response
03/19/2024
***** *** **** ************************* ****************************************************** *** *** ********* *** ********
Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ******************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the funds have been returned to *** ******** account.
******************** 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 believe that we handled *** ******** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ****************** as a result of this matter.
Best,
Gemini Trust Company, LLC.
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Customer Complaints Summary
578 total complaints in the last 3 years.
132 complaints closed in the last 12 months.