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:10/27/2023

  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.

  I have been locked out of access to their exchange for over a year. I lost access to an email account and their support in changing my phone number and email address seemed to have been done. Last May. For 2 months I went back and forth over and over again, no resolution. Pathetic excuses that don't make sense, no ability to correct the 2 factor authorization problem, I am unable to get a verification code required to access the account. I am certain this intentional to make sure you cannot make withdrawals. Their support is completely incompetent and I have been runaround for almost 6 months now with no resolution, access to my account, quite the opposite. They input the wrong telephone number (strangely it was originally changed to the correct number until recently it was no longer the correct number. They are about to go bankrupt They have no intention of providing access, they are fraudulent and incompetent. This seems intentional dely until the pigs that own this exchange can file bankruptcy and then hide behind lawyers like typical scum. I DO NOT WANT TO HEAR FROM THEIR SUPPORT. I NEED A LIVE PERSON. Their support has completely useless, I am now exactly where I was five months ago with no hope of gaining access.

  Customer Answer

  Date: 10/31/2023

  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:10/24/2023

  Type:Billing 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.

  On May 25, 2023, I placed $2500 on this crypto account by withdrawing from my personal **** of America checking account Any attempt to buy crypto was met with many personal questions about how I heard about them and who I was going to send to. Finally, I gave up and merely wanted my money returned to my account in the form of a standard withdrawl. They would only release $10 or make me pay to a non-existent account with ***************** *****. Despite numerous help tickets and recent complaint to the company, the problem continues. In reviewing other Gemini complaints on your website, I see that there is a definite pattern to their behavior and lack of customer service and cooperation. Please help me. *****************

  Business Response

  Date: 11/08/2023

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

  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 *** ****** account is currently under review. While we understand he may have questions about the reasons behind this, Gemini cannot disclose further details. The risk review process is confidential, and Gemini wont be able to provide more information. We will inform ************** once this process is complete. During this review period, ************** can still sell his funds for **** and withdraw to a linked bank account. The restriction applies only to crypto withdrawals from the exchange. We have provided ************** with the necessary steps to withdraw his funds.
  

  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.

  Customer Answer

  Date: 11/09/2023

  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. They were however reticent in their investigation of my personal matters which i did not yield to their tactics.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair 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.

  Before I file a complaint with the SEC and have my bank dispute all ACH withdrawals to Gemini, I am filing this to give management a chance to resolve. Their employee "Adira" has been playing games with me, making it impossible to remove the unreasonable security hold they put on my account without warrant. They have stolen over $20,000 of my funds. They are not even letting me do a crypto transfer of $1 to another wallet. No matter that I provided their photo proof twice, they still find new ways to say its not good enough, and to ask for more unreasonable re-submissions of the photo proof. They are intentionally making it impossible to have the security hold removed, that is not warranted in the first place. Reference ******* , review the exchange.

  Business Response

  Date: 11/06/2023

  ******** ** **** *************************** ***** ****** ************** ** ****** *** *** *** ********* *** ********
  
  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 requested information from **********************. Once this information is provided Gemini can proceed with reviewing the withdrawal restriction put in place for security purposes. 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

  Date:10/20/2023

  Type:Product 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.

  Step 3 What happened?I created a Gemini account to purchase bitcoin. I purchased $2,000 of bitcoin and attempted to transfer to my main bitcoin wallet. Gemini denied this every time I tried to transfer due to "security hold". I attemped over 10 times throughout June,July, August and September. I emailed Gemini no less than 50 times. They occasionally responded, saying they were looking into the problem. Then I received notice from Gemini mid September that they were closing my account and I had 5 days to withdraw my money. I had closed the bank account I used to open my Gemini account in August and after giving them two other bank account options to send my withdrawal to, they demanded a letter from my bank proving I closed my original bank account. I provided this beginning of October and they stopped responding to any of my emails. Gemini is acting in complete fraud. They have been holding my funds hostage since June 10th 2023 and after I have sent them every document they have requested for over 4 months, they are refusing to reply and return to me my funds I deposited on their platform. I send 3-6 emails daily to them without response.

  Business Response

  Date: 11/02/2023

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

  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. 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

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  In 2022 I had currency in the exchange. They locked my accounts and are refusing to allow me into the accounts by repeatedly making me identify myself with pictures of myself, with my ID and the date. I have sent this to them now 7 separate times, and each time they come up with a reason to reject. I 100% believe this is to just get me to give up on the account.

  Business Response

  Date: 10/31/2023

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

  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 we placed a restriction on ************************ Gemini account on September 11, 2021, based on his report of a potential account compromise. Our team has reviewed the matter, and is awaiting ************************ response to our last email regarding his current phone number. Until ************ follows the instructions sent by the Customer Support Team on October 27, 2023, his account will remain restricted.
  

  Once this information is provided, Gemini can review to lift the freeze from his account. However, please note that the restriction on ************************ account cannot be lifted 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.

  Customer Answer

  Date: 10/31/2023

  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:

   

   I have sent 8 different photos of myself in 8 different responses. Each time is rejected due to some arbitrary reason. For example, I send a picture of myself with today's date on it. They wait hours to respond, till its the next day. Then tell me its the wrong date. When I try to take a picture with the next day, that gets rejected as well. At this point I fully believe they are just trying to frustrate customer's to the point they give up. Which they succeeded , hence this complaint.  I spent 2 weeks going back and forth with the Authenticator company they asked me to use, followed by these continual roadblocks. If they get customers to give up, they get to pocket the money. I don't expect a resolution at this point, This complaint is to warn others before being scammed. 

   

   

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

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

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair 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 restricted my account and will not let me withdrawl any money. I have **** in my account and am unable to access my funds. They said that I had a $25 insufficient funds but there is money in my bank account so I am unsure what happened. I have reached out to customer service but no response . There is no way to call or chat with them. I just want to withdrawl my own money but they are not responding at all!!!

  Business Response

  Date: 10/27/2023

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

  Date:10/10/2023

  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.

  Date of Transaction: 9/21/2023 11:36 AM.Amount: ********* USD Gemini Provided Purchase/Investment Coins or Etherum and Funds were to be held in their protective cold storage.Dispute: Gemini Trust Allowed my Account Funds to be Transferred out, Breaching my Account, Internally which had a Pin code and Password, Firewall, and sent my *********USD to a ***************** Account which I have No Relationship with! All thats left in my account is ******** and this occurred on their supposedly Secure, Insured, Site.Oct. 4th,2023 Gemini sent me an Email; Stating all Transfers are Final, and they cannot retrieve my funds back from the ***************** Account Destination:****************************************** i have an Email from Support member ****, who states that this Account Belongs to ********************?My Gemini Account # ********* under *************************, and this Compromised/ Fraud Stolen Funds Case # is Ticket # ******* Investment Finacial Online Ads.

  Business Response

  Date: 10/24/2023

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

  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.
  

  The restriction on **************' account has been lifted after he confirmed that he had taken the necessary steps to secure his account. Please note that ************** initially froze his Gemini account on September 21, 2023, upon receiving a withdrawal confirmation. At the time of the freeze, a cryptocurrency withdrawal had already been initiated from his Gemini account to an external wallet/exchange. We kindly request that ************** review his account's transaction history for a better understanding of the transactions in his account.
  

  We understand that ************** claims this was an unauthorized withdrawal and that his account may have been potentially compromised. While we empathize with his situation, we regret to inform him that we are unable to reverse the transaction(s). Once digital assets leave an account, they cannot be recovered. The reason behind this is due to a concept known as transaction finality. Transaction finality is a function of decentralized blockchains. It means that once the transaction has been broadcast to the network and confirmed on the blockchain, the transaction is irreversible. Transaction finality is one of the attributes of digital asset transactions. It is common among all crypto exchanges, including Gemini.
  

  We strongly urge ************** to exercise caution when approached by third parties regarding the transfer of his crypto or the sharing of login credentials and two-factor authentication codes. A Gemini representative will never request such information.
  

  If ************** is interested in pursuing further action, we recommend that he contact local law enforcement who will put him in touch with the necessary legal bodies. We also recommend filing a complaint with the FBIs ********************* at **************************************;
  

  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

  Date:10/03/2023

  Type:Customer Service 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 placed monies into an account I created on their online platform for the purpose of buying Bitcoin. I have requested that the Bitcoin purchased be transferred to my Cold Wallet. Gemini representatives have repeatedly put holds on my account, made me verify my identity twice. Each time they have made me wait out the hold, but it is still there with no reason given. Now they have stopped responding to me. I need help recovering the contents of my account currently Bitcoin. Thank you.I am a retired U.S. disabled veteran.

  Business Response

  Date: 10/17/2023

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

  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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  

  Please note that *** *********** account is currently under review. While we understand he may have questions about the reasons behind this, Gemini cannot disclose further details. The risk review process is confidential, and Gemini wont be able to provide more information. We will inform ************************ once this process is complete. During this review period, ************************ can still sell his funds for **** and withdraw to a linked bank account. The restriction applies only to crypto withdrawals from the exchange.
  

  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.

  Customer Answer

  Date: 10/19/2023

  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]

  The vendor is still preventing me from accessing my funds. They are giving me a run around with emails asking me for the same information provided.
  
  Please help me
  
  ***********************************
  ************

   

   

   

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

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

• Initial Complaint

  Date:09/18/2023

  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.

  Background:Since 2017, I've been a committed Gemini customer, consistently using the same approved bank account for deposits and a whitelisted wallet for withdrawals. Between September 6-8, 2023, I deposited $66,000 via ACH which cleared by September *****, 2023. Despite my longstanding trust in their platform, Gemini unexpectedly placed my funds under a 'security hold.'Invasive Review Process:In the subsequent review, Gemini's inquisition was notably intrusive:Questions about my salaried earnings.My intentions with the proposed withdrawal.My introduction to Gemini.For this review, they demanded evidence of income through bank statements, paystubs, and a specific selfie with my face, ticket reference, and passport. However, the reasons behind this 'security hold' and its expected duration remain undisclosed.Communication Barriers:My attempts at dialogue with Gemini, whether on **************** or email, are met with slow or non-existent feedback. Their absence of live support amplifies my frustrations.Emotional Impact:Having $66,000, a sum representing years of diligent work, in a state of limbo is causing me immense stress and anxiety, deepened by the ongoing ambiguity from Gemini's end.Requests:A transparent rationale for this sudden security hold.A clear indication of when I can expect a resolution.Enhanced and more responsive communication avenues from Gemini.I hope for the BBB's proactive intervention to ensure transparency and respect are upheld for dedicated customers like myself.

  Business Response

  Date: 10/02/2023

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

  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. 
  

  Please note that ************** account is currently under review. While we understand he may have questions about the reasons behind this, Gemini cannot disclose further details. The risk review process is confidential, and Gemini wont be able to provide more information. We will inform ************ once this process is complete. During this review period, ************ can still sell his funds for **** and withdraw to a linked bank account. The restriction applies only to crypto withdrawals from the exchange.
  

  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

  Date:09/11/2023

  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.

  On approximately August 24, 2023, I opened an account with ******************** to trade Crytpo. I made several purchases between Between August *****. The money for these transactions, totaling $4,500, were ACH deposited from my checking account. On August 29, 2023 I made a wire deopist of ***** and purchased BTC. I am new to trading Crypto and all information I have researched advises to move your assets (purchased coins) to a wallet as soon as possible because many exchanges have **** hacked. Supposedly transactions from wired funds can be transferred to a wallet immediately, there is no holding period. I attempted to move my BTC to my cold storage wallet after my purchase. The next day I received notice from Gemini that my account was being closed. No reason was provided. I was advised I had 5 days to liquidate all my positions and withdraw all funds only to my checking account. I was able to accomplish that for the original $4,500 I deposited, however the wired funds could not be withdran in this manner. I have made numerous requests to Gemini Help Desk to refund my wired funds with no resolution. In is not my nature to file these type compliants but it seems that Gemini is not acting in good faith. Now reviewing other BBB complaints I see many similar complaintes. This operation should be closed! They are still holding my wired funds. All I'm asking is return my money. This is a scam!!

  Customer Answer

  Date: 09/13/2023

  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,
  
  ***********************