Complaints

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

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  Bitcoin Depot Operating, LLC

  3343 Peachtree Rd NE Ste 750 Atlanta, GA 30326-1429

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  Bitcoin Depot Operating, LLC

  6512 Gall Blvd Zephyrhills, FL 33542

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:10/01/2024

  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.

  10/01/2024 The bitcoin ATMs are a scam they show you a 3 dollar service fee. Then they tell you the current market price of the bitcoin you are purchasing. Only you are not purchasing at the market place price you are buying at an inflated price that is no where near market price. Example from my transaction current bitcoin market price was $61,925.00 there inflated price was $87,933.50 the difference was *****% which I figured out from the details sent to me after the transaction occurred. My transaction of $5100 cost me $1508.45 dollars for utilizing there ATM. If I was aware that this was the cost I would have never made the transaction.

  Business Response

  Date: 10/04/2024

  Please see our response attached. 

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising 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.

  Bitcoin Depot shows misleading images, marketing of $3 exchange fees. The system prompts you to create an account, create a pin, shuffles you to check yes or no to proceed, and insert cash. The Bitcoin market price was $63,411. There was no explanation or detail on their website or video, or the machine, about Bitcoin Depot's "Sale Price". I had already inserted funds into the machine, and was only able to see the amount of Bitcoin I will receive before I click "Proceed" one final time. At this point i intended to cancel my transaction, when I realized they were selling ****** for $95,116.50, a price $30,000 above market. You cannot see the full exchange estimate before you insert funds to exchange. Clearly the only way to do due diligence and understand how these machines and their software actually work, is to go to one and see for yourself by attempting to complete a transaction. There is no spread detail on their home page or clearly on ATM, only a $3 fee. Their service fee is actually $370 and not outlined in the transaction detail or receipt, only "Sales Price". Here is the video on their website explaining the process, and it does not give you an exchange or spread fee detail before inserting your cash. ************************************************ This is how they unsuspectingly lock you into paying unreasonable high and fraudulent fees, with no option in the software or on screen to cancel your exchange once you put your money in. Once they have your money, there is no way to cancel, when you realize the fees are 36% or as much as half of the cash you insert. You must click proceed and accept this consumer trickery. I am seeking a refund less their $3 transaction fee. I was not afforded an opportunity to cancel my transaction. The Consumer Protection Act provides the right to cancel until the midnight of the third business day after the sale. I contacted support immediately, have the emails. I intend to file a lawsuit if I do not receive a refund.

  Business Response

  Date: 10/01/2024

  Please see our response attached. 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22341386
  
  I am rejecting this response because:

  The letter states they did not see security footage indicating I was in distress. That is not true. You can see me clearly not proceed with the transaction at first, searching for an option to cancel the transaction before pressing PROCEED and I clearly spoke to an employee at the store and was told there was nothing that could be done. There is no such option to cancel or NOT PROCEED.  A customer should have the option to cancel the transaction before touching the PROCEED button, when realizing the fees will be outrageously high because of the sneaky bait and switch tactics of Bitcoin Depot's ATMs. There is no such option.  It's very clear that the format of these kiosks is to bait you in with low fees and once you insert your funds and realize you will receive 2/3rds of your money in Bitcoin, it's too late. There is no indication of the calculation in US dollars, as to what that fee will be. You only see a Bitcoin amount. I didn't have a calculator on me so I could not calculate that amount quickly, I had to think about it, and there are no instructions on the machine to explain the "Sale Price".  I did not assume that over $365 of the $1000 I intended to exchange would be take as a fee. There is no exchange detail with regard to fees on the screen. it's clear this is intentional. I did clearly show distress, by not proceeding for several minutes after I saw the exchange rate. After I spoke with the employee, I had no choice but to proceed because there is no option to do anything else. I had to go pick up my mother. I was clearly agitated and distressed. This company again uses its $3 fee to bait people into putting funds into the machine before they actually see the exchange rate and once you have inserted funds to the machine, you get an amount of Bitcoin shown to you on the screen.  You should be able to cancel if you determine the exchange fee is too high. Again, no option whatsoever. Regardless of whether the transaction is reversible or not, refunding the FEE would be the least they could do before I file a suit in Atlanta and coordinate with the Federal Trade Commission and the Georgia Attorney General's office.  I also have a report being drawn up to submit to the FBI.  I already have a flight booked for November 6th for this very meeting with the Georgia AG. I have the time and the means, and will be drawing in other plaintiffs for a class action suit seeking remedy for these deceptive business practices focusing on RIGHT TO CANCEL A TRANSACTION.
  
  Sincerely,
  
  Michael Doucette

  Business Response

  Date: 10/15/2024

  Please see our response attached. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22341386
  
  I am rejecting this response because:
  

  The business responded with a statement that they stand by their position and consider the matter closed.  They stated I could contact their customer service, but you can't talk to anyone at their customer service department, it's text only or email. They never respond with anything but the same guidelines and terms of use. I stand by my statement that I was unable to cancel my transaction because their ATM software afforded no such option other than to PROCEED. I tried everything to cancel, and as I stated there was no option. Once you put your money in, you cannot back out, you can only click the button to proceed, once you see that you are basically being overcharged for exchange fees. 

  So since they have admitted they have reviewed the security footage, that means they have it on file for this dispute. I intend to file suit and subpoena that evidence. When they refuse to show up to court or show that video evidence showing my clear delay in proceeding with the transaction and my frustration and distress, they will lose by default. I am looking forward to pursuing this with the Federal Trade Commission and Georgia State Attorney General. There are enough people taken advantage of by this company and its shady practices that justify a class action lawsuit.  I intend to work diligently against this company in an effort to make sure they are held accountable for their fraudulent and misleading business practices. This is now how we treat the citizens of America.

  
  Sincerely,
  
  Michael Doucette

• Initial Complaint

  Date:09/11/2024

  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.

  See the attached letter.

  Business Response

  Date: 09/18/2024

  Please see our response attached. 

• Initial Complaint

  Date:09/05/2024

  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.

  On Aug 27/24, I received a phone call from ******* Wireless stating that i was going to get a call from gentleman in regards to some fraud with my SSN . He asked for and was granted remote access to my computer under the guise of having issues with SS department and that we needed to close out our account. He said that they were going to open all new accuonts with my money and i would have access to it in a new account - support would secure my account so that future transactions could be done only from my computer. , he told me to make withdrawals from my checking account and deposit cash at Bitcoin kiosks. We deposited $32000 in 4 transactions. I deposited $12,900 at a Bitcoin kiosk. . I checked my bank account and found money had been transferred from my money market account to the checking account which then they transferred out of and my account was left with negatvie $14,000. I called ********************** and was told to file Fraud and **** claims. which i have called and i have been told that they will not give me info but i could get it if we had a detective call- i have a police report and all the receipts, even the fake one from SS that they sent us. i am looking for your process to file fraud claims and a review of the buisness fraud protection and what your program is for the resolution of fraud on the machines?

  Business Response

  Date: 09/10/2024

  Please see our response attached. 

• Initial Complaint

  Date:09/02/2024

  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 thought I should share my experience. Following some brokers on Instagram, I end up losing my saving money and profits. With the help of ' wikihelpdesks on G-mail address ' I was able to retrieve my losses.

  Business Response

  Date: 09/04/2024

  Please see our response attached. 

• Initial Complaint

  Date:08/26/2024

  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.

  Crime Location of the Bitcoindepot ATM:======================================*************************************** This where Bitcoindepot fraud occurred =======================================The daily ATM limit is $15K so I withdrew $15000 in cash.I went to the Bitcoindepot machine, established an "account" and inserted $14950 in the machine.So the $14950 was inserted under fraud, false, misrepresentation of ******, ******* and Bitcoindepot as the conduit of the fraud.A QR code was scanned into BitCoindepot system under the most egregious, fraudulent circumstances.Perpertrators(almost assuredly fradulent)==========================================*************************, RC47853, ******* ****** IT Ref ID ************* calling from ************ ******************************** representative, ********* calling from ************ A police report(ref D24-01469) has been filed and is in investigation with Deputy *************************, ************** *********************************************************** www.decaturcountysheriff.com ***************************** ************ ******* Black at the *******************, Versailles post ************) is also been informed.Representatives from ******, ******************** ****, and Fidelity have been informed.1) Add EXTREMELY strong warnings at every step of kiosk transaction that this and EVERY cypercurrency exchange is a fraud.2) Require a HUMAN being to personally warn the user of the fact that this and EVERY cypercurrency transaction is a fraud.3) Limit kiosk transactions to $1000 per day.4) perform a ******** search on my original transaction and locate my funds 5) A full refund of my original transaction.

  Business Response

  Date: 08/30/2024

  Please see our response attached. 

• Initial Complaint

  Date:08/22/2024

  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.

  ****** Depot refused a full refund of a recent deposit made to an account through one of theirs Bitcoin Depot ATMs. This deposit was made under duress as a result of a sophisticated scam involving psychological manipulation and coercion.On 08/15/2024, the individual, who made the deposit, was subjected to an elaborate scheme by scammers who used psychological engineering techniques to compel them into transferring funds. The scammers strategically utilized your Bitcoin Depot ATM as a means to facilitate their fraudulent activities, thereby implicating your system in this criminal act.Given the severity of the situation, which has involved significant emotional distress and financial loss, I have reported the incident to the local authorities. The police are currently investigating the matter as a case of fraud. We have substantial evidence, including communication records and witness statements, to support our claim.In light of these circumstances, we requested an immediate refund of the full amount deposited. The funds were transferred under fraudulent pretenses, and as such, we believe we are entitled to a refund under the principles of equitable relief and restitution.

  Business Response

  Date: 08/28/2024

  Please see our response attached. 

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22183700
  
  I am rejecting this response. Please find my response attached. 
  
  Sincerely,
  *************************

  Business Response

  Date: 09/04/2024

  Please see our response attached. 

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22183700

  Subject: Continued Request for Refund and Further Documentation of the Transaction

  Dear Consumer Protection Manager,

  Thank you for your most recent response dated September 4, 2024. I would like to again emphasize that I am seeking a full refund for the deposit made at a Bitcoin Depot ATM on August 15, 2024. While I understand your position, I must stress that this transaction was made under duress as a result of a highly sophisticated scam involving coercion and psychological manipulation, which directly utilized your ATM to facilitate the fraud. This issue is still under investigation by local law enforcement.
  

  I respectfully disagree with your assertion that Bitcoin Depot has no record of this transaction. I have already provided documentation of my communication efforts and proof of the transaction, which I insist be reviewed in greater detail. The fact that I may not have a formal account within your internal system does not negate the occurrence of the deposit in question or the impact of the scam.
  

  Given the circumstances, I once again request that Bitcoin Depot provide a full refund of the funds that were transferred under fraudulent conditions. It is imperative that Bitcoin Depot review its policies to ensure that vulnerable consumers are protected from such scams when using your services.
  

  Should you require additional documentation or evidence, I would be more than happy to provide anything necessary to move this process forward. Furthermore, I expect Bitcoin Depot to collaborate fully with law enforcement in their investigation.
  

  I insist that Bitcoin Depot reconsider its position and resolve this matter promptly by issuing a full refund for the deposit. Please confirm the next steps to ensure this issue is resolved.
  

  Thank you for your continued attention to this matter.
  

  Sincerely,

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

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

• Initial Complaint

  Date:07/25/2024

  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.

  On May 17, 2024 I deposited $20,000 at a local Bitcoin Depot.After going through their drilling of where I got this money, they rejected my deposit After a few phone calls, the agreed on a refund. I gave them my info, and they said my money would be on hold for 60 days with taking out 10% for their expenses. And I would receive a check within 7-10 business days after.I agreed because I need my money back. The 60 days have past and the check I was supposed to receive within the time limit has also past.I have been texting them for days, and the give me an excuse that they are back logged with refunds.Ever answer I get from them is all the same I really need some help.Thank you

  Business Response

  Date: 08/01/2024

  Please see the attached response. 

  Business Response

  Date: 08/01/2024

  See attached

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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.

  through. Commencing on or around 6th of September,2023, I fell victim to a multi-layered scam operation orchestrated by Tech Support Scam (the Fraudsters),with the design, development, manufacturing, promoting, marketing, distributing, labelling, and/or sale of illegal and outright fraudulent investment services, all of which aim at contributing to the goal of robbing and defrauding clients through a predetermined cycle of client losses to gains in the equivalent of ****** USD which was transferred from my wallet utilising your services. I do not have a proclivity to blame others for my downfalls, however, I cannot help but link this enormous loss with the trust I had instilled in your institution which is regulated.

  Business Response

  Date: 07/24/2024

  Please see our response attached. 

• Initial Complaint

  Date:07/11/2024

  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 followed two individuals that helped me trade through *******. ******* then accused us of doing something wrong which as far as I know we did not do anything wrong. And said I had to pay them $10,000. Well, I paid the $10,000 to withdraw my money from their accountand then it was another $4000 then it was another $2700. Then they could not use my withdraw address because it was not binded. Then they sent me to a risk management who told me I had to pay $3500. Well, I sent Them $3510 which they kept and then told me I had to send another $3500. Now they say I need to send them another $6000 to get my money out.

  Business Response

  Date: 07/18/2024

  Please find our response attached.