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Business Profile

Virtual Currency

Bitcoin Depot Operating, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Bitcoin Depot Operating, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 15, 2024, ******* ******** placed 9900 into a bitcoin depot atm machine in ***************** fl. It was a scam. Attempts to get money back from bitcoin depot have been futile. In fact they blocked my calls and only way to get them to answer to to use a different phone. They are ignoring me and will not refund the money saying it was a legit deposit. Unfortunately ******* sent money in the Bitcoin atm to a fraud ***************

      Business Response

      Date: 04/23/2025

      Please see our response attached. 

      Customer Answer

      Date: 04/23/2025

       
      Complaint: 23212633

      I am rejecting this response because:    Your bitcoin atm machine is non *** compliant.  You violated her *** rights.   Moreover. You claim a Mr ****** called and or wrote your company.  I do not know of a Mr *******   Holder was a U.S. attorney under *****.    I suggest you check your notes.    ******* *** rights were violated.  Your machine display of a red warning is not in eye sight and in direct view of a west sun making it unre***ble.  Also yes you did block all my calls. Moreover.  I am objecting to bitcoin depots assessment of my actions on numerous calls.  Your **** were rude to me.   If this matter is not resolved promptly a complaint will be filed with the sec   State of Fla **** general  *** discrimination department.  Please lets try to solve this matter 

      Sincerely,

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

      Business Response

      Date: 04/30/2025

      Please see our response attached. 

      Customer Answer

      Date: 05/01/2025

       
      Complaint: 23212633

      I am rejecting this response because:  your letter fails to address the root cause of this *********.   Your bitcoin depot atm is in direct violation of *** law and is non compliant.    I went to subject location again.   The southwest sun blocks the screen and the red warning cannot be viewed.   The location window did not have shades to prevent sun from reflecting on screen.   Moreover the one warning is below eyesight.    ******* ******** has an eye medical disability and cannot see screens well as well as a warning sign of of eye sight view.   Once again, I urge you to address these issues to avoid *** ********* drawn as well as a ********* initiated with the attorney general of both ******* and *******.   

      also, a call to bitcoin depot from my cell phone is still blocked.   If I do *67 the call will go thru, as *67 prevents called id.   Your firm has blocked my ************ phone number for reasons unknown to me.  I can only speculate as to why your firm blocked my phone number.


      Sincerely,

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

    • Initial Complaint

      Date:04/12/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I deposited $40 into the *** and they said that the Bitcoin price was $******* but it was not true it was only $73,000. So they didn't base it off of how much money I put in the based off how much Bitcoin I was buying with it being *******. So it was you know ******** Bitcoin or something well when it's ******* that'll be $40 but we went $73,000 it's $30 and this kept the $10 extra and I told him that and they showed me their fine print policy that says basically they can keep anything from 13 to 50% of the amount of deposit for any reason completely shady underhanded business practices I wonder how many people they get by line about the cost of Bitcoin

      Business Response

      Date: 04/17/2025

      Please see our response attached. 

    • Initial Complaint

      Date:01/30/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bitcoin Depot doesnt post its fee schedules, thus the fees were unknown until after the transaction had been completed.

      Business Response

      Date: 02/04/2025

      Please see our response attached. 

    • Initial Complaint

      Date:01/22/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My father recently fell victim to a scammer who successfully convinced him to transfer $****** to their account. As I hear this is a common occurrence, and I am concerned about the measures you are implementing to prevent similar incidents from happening in the future. When an individual transfers a significant amount of money into an account, you would like it would be prudent to implement additional security measures. This could include flagging the account for a period of ***** hours and requiring verification of the users identity and intentions. During my conversation with the individual on the phone, they mentioned that certain security measures are in place when creating an account. However, I was unable to identify any specific safeguards that would prevent someone from attempting such a scam. When I created an account myself, I was not required to provide my drivers license, social security number, or other sensitive information. I only needed to provide an email address, phone number, and date of birth. This lack of verification makes it easy for criminals to exploit vulnerabilities in your system. I understand this is an unfortunate situation, but I am deeply disappointed that they allow criminals to continue their fraudulent activities. They need to take immediate action to enhance their security measures and protect customers from such exploitation so this can stop happening. I have attempted to contact them for an explanation, but they keep telling me there is nothing they can do, and it happens all the time. BITCOIN TRANSACTION RECEIPT 01/15/25, 5:06 PM CST Order #Q6FK02FL Mobile ******9204 Type: buy Status: Pending coins send Sales Price: 142K USD Cash: ****** USD Service Fee: 3 USD BTC Sent: ********** BTC BTC Address: bc1qn5v96za9dh4sqmqckp7u8jxuzpffshhep4ghv4 Thank you from Bitcoin Depot!Text ************ for support!Mailing Address: Bitcoin Depot *********************************** *************************

      Business Response

      Date: 01/28/2025

      Please see our response attached. 

    • Initial Complaint

      Date:01/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This transaction happened January the 2nd. I paid 125 dollars to Bitcoin ATM and I was told on the confirmation screen that there was a 3 dollar service fee. I only got 85 dollars. When I called, the operators knew full well that they were in the wrong, as this blatantly violates the Junk fees rule which states all fees need to be stated clearly on both the receipt and the screen making sure the order is correct.

      Business Response

      Date: 01/10/2025

      Please see our response attached.

    • Initial Complaint

      Date:12/12/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Used this ATM yesterday. I put $2820 cash into the machine. I only received $1978 worth of Bitcoin. They charged me $842 in fees. I called they customer service and was told that they had a spreadsheet on what their fees were and that I accepted that fee schedule. I was sent a copy of the terms and conditions which after reading them, section 9.1's states that the machine would communicate with me on what the fees would be prior to me completing the transaction. And this never happened not once did a fee except for the $3 flat fee ever pop up on their screen. So then I emailed their support team to get a refund on that $842 only to be emailed back stating that before I even put the money in the machine I was informed on the screen the amount I would be charged."The service fee will be a flat fee of three dollars ($3.00) and Bitcoin Depot shall charge a spread between seventeen and three tenths percent (17.3%) and fifty percent (50%) of the total transaction amount calculated in USD depending upon location."But That's not true because they charge the flat fee plus a percentage of the total transaction amount and they would not have that total transaction amount until after you put your money in the machine. So it's all just a big lie to rip your money off. If you get ripped off go to the better Business bureau and file complaint with them like I'm doing. The Bitcoin Depot took 1/3 of the money I put in the machine for fees. I don't know if that's legal cuz it seems like it's stealing everybody's money. I was never told the fee amount, they just took it out. Had I been told that the fee was going to be $842 I would never have completed the transaction.

      Business Response

      Date: 12/17/2024

      Please see our response attached. 

    • Initial Complaint

      Date:12/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Name: ******** ******** Name of Company: Bitcoin Depot Date of transaction: 12/07/2024 Location: Circle K at the address: ****************************** I put $300 cash into the Bitcoin atm and only received $209 in bitcoin. No where on the machine did it say they charge a 50% fee on top of their $3 service fee. I was fine with the $3 service fee which is 10% but reasonable. All that was advertised on the machine was bitcoin at 99k which is what it cost at the time everywhere and also a $3 service fee. They are obviously scamming people. I only used the bitcoin ATM because I needed to deposit cash into my cash app wallet which accepts bitcoin. No one in their right mind would purchase something at a 50% markup. I contacted their support after looking at my receipt showing It was purchased at 142k thinking it must have been a mistake. I got an email back showing me they charge between 17% and 50% markup on top of the $3 service fee. I guess its hidden in the fine print. I thank god I did not put anymore money into that machine. They are taking advantage of people and they need to be stopped. Receipt # Q35AQ5B2

      Business Response

      Date: 12/12/2024

      Please see our response attached. 

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are refusing to refund me my money or deposit the bitcoins I purchased to my wallet I have called over ten times

      Business Response

      Date: 11/13/2024

      Please see our response attached. 

    • Initial Complaint

      Date:10/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Today, 10/10/24 as well as the last 6 months, BitCoin Depot has harassed our store with relentless calls. I have requested multiple times for us to be put on a no-call list, but they continue to harass our store with constant calls.

      Business Response

      Date: 10/15/2024

      Please see our response attached. 

    • Initial Complaint

      Date:10/03/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered $650 worth of bitcoin it was transferred to a minor but was never delivered to wallet now it cannot be found nowhere

      Business Response

      Date: 10/08/2024

      Please see our response attached. 

    Bitcoin Depot Operating, LLC is NOT a BBB Accredited Business.

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