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:03/11/2025

  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.

  I invested money in crypto with Gemini several years ago, but have never made a withdrawal. On February 5, 2025 I received a suspicious call regarding a withdrawal being attempted from my account. When I inquired via email, I was told my account needed to be verified and the matter was being addressed. It has been several weeks since then, and I have yet to hear about any resolution. I have been repeatedly ignored when I send emails and the phone number only has a recording that says to send an email.

  Business Response

  Date: 03/21/2025

  ***** *** **** ****** ***** ************************************************************************************** *************
  Re: BBB Complaint ID: ********
  ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your most recent ticket.
  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
  
  

• Initial Complaint

  Date:03/07/2025

  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.

  I purchased cryptocurrency on the Gemini exchange, and hold approximately $19k in my account. A week ago, my account was frozen for no apparent reason. I reached out to Gemini, went through their full identity verification process, and still have not heard anything substantial from them in seven days. I've received no explanation about why my account was frozen. All my recent deposits have fully cleared with my bank, and I haven't engaged in any unusual or suspicious behavior. It's deeply frustrating to have my access to my own funds restricted, and I am seeking the BBB's help in restoring access to my own money.

  Business Response

  Date: 03/18/2025

  ***** *** **** ***** ****** ** ***** ************* *** *** ********* *** ********
  ******************** 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 is resolved and *** ******* Gemini account is now fully operational.
  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
  
  

• Initial Complaint

  Date:02/18/2025

  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.

  ******** approached me on Whats App and got me excited about trading by helping me make a small trade on ********* that very quickly doubled my $20 into $40. After this, *************** introduced the idea of entering into the Foreign Exchange Market and quickly recommended Geminifin as the "Broker" to use because of how safe it was, etc., and guided me through the process of how to open an account with Geminifin. I opened an account with Geminifin in October 2024 and began transferring assets ( Over $10K) into the account. After converting my first $100 into Crypto and transferring it into my "broker account," **** gave ****** the first Trade signal to give to me. I completed my first small trade. They said in order for you to get another trade signal, you need to get more money in your account (The step-up system is all I can think to call it). It got to the point that I needed to withdraw some of my assets to pay for loans (That she talked me into getting), and they just stonewalled me and won't respond to me on ********. I go to the Geminifin Website and go through the support system, and no one will respond to me. I have been unable to withdraw my assets. I have repeatedly requested escalations to resolve this issue, but Gemini's support team has been unhelpful. They continue to stonewall me, resulting in a frustrating cycle of repeated requests and no progress. This has been ongoing for over 2 months now. The lack of resolution and transparency has caused significant stress, which is now impacting my mental and physical health. I can really use some help if anyone knows what I can do to get my money back.

  Business Response

  Date: 03/03/2025

  ***** ** **** *** ******** **** * **** ** ************************ *************
  Re: BBB Complaint ID: ********
  ****************************************** or we) has reviewed the complaint filed by *** ********* Gemini is the administrator and servicer of the Gemini crypto exchange platform. We appreciate this matter being brought to our attention, however, this complaint should be addressed to the platform Geminifin, not Gemini, the crypto exchange entity. Gemini is also in no way affiliated with the mentioned platform Geminifin or any other individuals or entities named in *** ********* complaint. Please note that Geminis domain is ********************************************************
  As Gemini and Geminifin  are two different business entities, Gemini is unable to respond to this complaint. Please redirect your complaint to Geminifin.
  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 
  

• Initial Complaint

  Date:02/14/2025

  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.

  I opened an account with Gemini in January 2025 and purchased approximately $12k in *******. I've tried to transfer a portion of my Bitcoin into my Tangem cold wallet, however, Gemini has placed a security hold on my request. Under Gemini Ticket ID: *******, following a series of requests and multiple questions to upload documents verifying my identity and the source of my funds about my identify and the transfer request, I successfully completed the verification process, however, my account is still frozen and I have been unable to withdraw my assets. Despite fulfilling all their requests for documentation, Gemini has not lifted the hold on my account and has not provided detailed reasons for my account freeze. I have repeatedly requested escalations to resolve this issue, but Gemini's support team has not responded. This has been ongoing for several weeks. The lack of resolution and transparency has caused significant stress, which is now impacting my mental and physical health. I urgently need this matter to be addressed and resolved. I will also be filing a complaints with the Securities and Exchange Commission, the ****************************, the Financial Crimes Enforcement Network **************************, the **************************, and the President's ************* on Digitial Assets within the ************************. Gemini, as well as other Crypto Currency Exchanges, have voluminous complaints filed against them for this same kind of unjustified behavior and have a wreckless pattern of account freezes.

  Business Response

  Date: 02/27/2025

  ******** *** **** ******* ********* ******************* ********************* ************* *** *** ********* *** ********
  ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your Ticket ID #*******.
  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 
  

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  On January 15th I downloaded the Gemini cryptocurrency app as a referral by a friend, and I signed up for a new account. There was a promotion happening that for 100$ deposited and invested, each party would receive 15$ crypto currency to continue to invest.I added 100$ on January 29th and began exchanging for 9 currencies, which included fees ranging from .99 to 1.49 per transaction to total 9.99$ in fees. Not wanting to miss out on the 15$ promotion, I purchased another 11$ worth of crypto to meet, being charged another 1.49$ for the transaction, on February 8th.A few days later, I was attempting to link my bank account to Gemini in order to view everything in on place, and I kept getting an error message. Eventually the app asked me for a picture of my photo ID, which I complied with by uploading, but it was still not enough to complete the link between both institutions.The next day, I was bombarded with emails letting me know that all my limit orders were cancelled, and that my account would be closing in 5 days, and that I had that time to make sure I sold all my crypto and withdraw all my funds.I proceeded in doing so, racking up another 11.50$ in fees bringing the total charges accrued to 23$. I reached out to the company for clarification and requesting the fees back because of their descision to close my account, and they kept returning the same answer that they had a right to cancel at their will, and do not have to provide any explanationAfter a few emails back and forth of them giving me the same answer, I dont know what to do. The assumed risk in trading on any platform is market loss, and as they decided to close my account, they should maintain the fiscal responsibility of their decision. This feels like a trick to ******* people out of their money, and I feel had by this company.I want my money back. 23$ is not a lot, and will not break my bank, and if lost in trading, Id understand. But they closed my account and kept the benifits.

  Business Response

  Date: 02/27/2025

  ******** *** **** **** ***** ************************************************** *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note that *** ****** Gemini account is now closed and an internal review has confirmed *** ***** has withdrawn his remaining funds from his Gemini account. Please refer to Gemini's User Agreement: ************************************************************************************************************************************* . To confirm, Gemini does not provide refunds for fees incurred in connection with transactions conducted on 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
  

  Customer Answer

  Date: 02/28/2025

  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:

  This business approached an opening bonus, but they closed my account before paying out and walked away with the fees equalling to more than what they promised. Through their user agreement, they justify both closing my account at their will without any given justification or attempt at user reconciliation, and then keep the user fees incurred in the process. I feel defrauded, and hope this never happens with anyone else. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

• Initial Complaint

  Date:02/11/2025

  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.

  i changed my password for my gemini account because my pin wasnt working for some reason anymore so it wouldnt log me in so i took precaution thinking i was hacked to change the password. after i changed it i was logged into my account from safari. everything checked out and nothjng was compromised. then i got a email saying a log in from safari was detected in ********* in the moment of emotional panic i thought i was being hacked so i requested to freeze my account to stop any damages. few minutes later i read gemini doesnt give accurate ip addresses sometimes and i didnt realize it was actuslly me that was logged into my account on safari because it happened RIGHT after i chsnged my password so it 100% was me but the brooklyn ip address threw me off and i panicked. so i requested to unfreeze my account explaining the whole entire situation and giving them information after information and sending in all these documents and photos of my id and myself. they confirmed the info and then said they would be with me shortly but i havent heard from them since. its been days and i read online they string people along for WEEKS doing this same exact thing and i cannot risk that because NOW i cannot pay off that gemini credit card that is linked to the account so my credit score is going to be unfairly hurt because i cant log in to pay it off. i also have autopays for my insurances on car and motorcycle that is on that card and that too is going to be hurt n cancelled because they locked n shut off my card. it is VERY unfair what is going on and they were so quick to grab all my info but then disappear when i actually need the help they said they were trying to give me by giving them my info. i feel like im being used for my info and security is at risk for all i know, i just want my account unfrozen and my csrd activated again so my credit score wont be hurt. PLEASE help!

  Business Response

  Date: 02/24/2025

  ******** *** **** ******* ********* ** ***** ************* *** *** ********* *** ********
  ******************** 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 is resolved and the freeze placed on *** ********** Gemini account was removed.
  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
  
  

• Initial Complaint

  Date:02/09/2025

  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.

  My account has been put on a security hold with no explanation and my assets can not be moved. I have been going back and forth with gemini trying to resolve this issue. They ask for personal info, which i have given and they respond with asking for additional personal info. They asked to confirm my identity, banking info as to where my money has come from and now want to know wallet addresses and for me to prove that the storage wallet is mine. I no longer feel comfortable giving out personal info regarding my finances and have requested my funds to be released.

  Business Response

  Date: 02/20/2025

  ******** *** **** ***** ****** ************************* ******************* ************* *** *** ********* *** ********
  ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter is pending response from *** ******* Once *** ****** responds to Geminis inquiry through his Ticket #*******, we will be able to conclude our review.
  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
  
  

• Initial Complaint

  Date:02/09/2025

  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.

  I have around $300 currently stuck on the Gemini exchange citing my assets are on a security hold. Ive sent them a dozen requests to unlock my account so I can get my funds out of there. They say they are working on it but do nothing.

  Business Response

  Date: 02/20/2025

  ******** *** **** ***** ******* ** ***** *************
  Re: BBB Complaint ID: ********
  ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your most recent ticket.
  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
  
  

• Initial Complaint

  Date:02/08/2025

  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.

  I currently have over $1,000 worth of Crypto on the Gemini app profile. (Gemini Trust Company, LLC) I have done every verification process they asked, bank account, proof of income, id, selfie picture, proof of citizenship, proof of address the whole 9 yards and for some reason they dont want to remove a restrictions on my account thats not allowing my to withdraw my crypto. I tried communicating with them for weeks and they have yet to solve my issue. All i want is foe them to remove any and all restrictions from my account so i can withdraw all my crypto from their exchange. This is the ticket id i currently have open with them. TICKET ID : *******

  Business Response

  Date: 02/20/2025

  ******** *** **** **** ****** ********* ******************************************************************** ************* *** *** ********* *** ********
  ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your Ticket ID #*******.
  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
  
  

• Initial Complaint

  Date:02/07/2025

  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.

  Gemini requested on 1/2/25 that I liquidate my crypto account and transfer my funds out of Gemini within 5 days. I had tried moving funds out of Gemini on 12/2/24 and was not able to because the bank account I had used to open my Gemini account with had been closed. My new bank which was verified on the Plaid platform that Gemini uses had previously been added to my Gemini account. When trying to move the funds an error message was received that I could only move funds to the closed bank account. Ticket #****** was opened with Gemini's customer support ***** Who in turn requested official document from closed bank. Bank statement provided. Gemini then requested letter from closed bank which was also provided, then a request from Gemini for a statement from the new bank which was provided even though this account was already verified on my account with ********************. On 2/6/25 I received an email from Gemini that my funds would be returned to the original bank that I funded the account with, which is a closed account. My ability to logon to my Gemini account was also blocked by Gemini. As of today Gemini is holding $182,197.79 of my money.

  Business Response

  Date: 02/20/2025

  ******** *** **** ******* ******* ***** ************************************* ********************* *************
  Re: BBB Complaint ID: ********
  ******************** 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 is resolved as *** ******* has withdrawn her 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
  
  

  Customer Answer

  Date: 03/03/2025

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