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

• 

  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:07/10/2024

  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.

  March 4/2024 Scammer Fraud Scammed me for :*****.

  Business Response

  Date: 07/18/2024

  Please find our response attached. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21965764
  
  I am rejecting this response because:
  I never received the check in the mail because my apartment number #4 was not included in the mailing address. I made a search with the post office & check was never found. I NEVER receive ANT REFUND CHECK. 
  I panicked when I awoke with an email from PayPal & a threatening phone call scaring me that I had to pay ASAP to then get my refund of $567.00 that I owed. I never owed this amount & was scammed into paying the $3,400. **. They knew how much $$$ was in my bank account & emptied my checking account. I am 82 yrs old & got senior scammed. That was  all my savings to spend my winter months in ******** 
  i am now broke without any help. I need these funds to help me survive. 
  pls help me. 
  Sincerely,
  
  ****** ***********************

  Business Response

  Date: 08/09/2024

  See attached

• Initial Complaint

  Date:07/09/2024

  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.

  Today on 7/9/2024 I used a bitcoin depot atm to purchase bitcoin and send it to my wallet on coinbase. I usually do this on the exchange but needed to use cash to make the purchase at this time. I went to the machine and followed the prompts to make an account. It walked me through everything and stated there was a $3.00 service fee. I put $2300 in the machine to purchase that amount of bitcoin. When I received a text that the transaction was completed, I checked my coinbase wallet and saw that only $1621 was deposited, I called the phone number and the person told me that their fees are in their terms or service.. No where on the machine, near the machine, or during the sign up for an account or during the transaction does it inform you that they will charge 17-50% of your transaction. I only was able to read this once the employee emailed it to me AFTER the transaction was completed and they stole $680 from me. This is FAR more than a simple network or service that is a normal charge by exchanges. This is unacceptable practice for any business to do. The consumer should be advised of this BEFORE using the machine and be able to make the decision after knowing it. Bitcoin Depot does not take responsibility for this. Consumers have the right to know what they are purchasing along with associated fees PRIOR to making the purchase. Waiting until someone complains and sending the policy after the fact is ridiculous.

  Business Response

  Date: 07/18/2024

  Please find our response attached. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21965957
  
  I am rejecting this response because: I was at the kiosk and there most certainly was NOT a notice discussing fees associated with the purchase. I was in fact sending it to my own bitcoin wallet. There was NOT a page that displayed the fees and what the total amount of bitcoin I would receive  vs the amount of cash entered. If I had seen the ridiculous fee, I would have cancelled the transaction.  It ONLY said there was a $3.00 service fee and nothing more. The receipts also say only the amount of cash put into the kiosk, and the $3.00 service fee. Several other folks have made the same exact complaint as I have, as I researched it after speaking to the customer service person for **********************. No reasonable person would agree to deposit $2300 in cash knowing they will only receive $1680 worth of bitcoin to their wallet. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 07/31/2024

  Please see our response attached. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21965957
  
  I am rejecting this response because: This "business" has an F rating on BBB, horrible trust pilot reviews, and pending lawsuits. As stated by BBB, the pattern of complaints are all the same: there is NO disclosure on the *** PRIOR to purchasing bitcoin regarding the massive 20-28% fee they charge. No reasonable person would ever accept a fee like that, especially for large transactions. All complaints report only finding out about it when the funds that reach their wallet are drastically reduced from the amount they purchased. This is fraud at best, theft at worst. Your company is despicable, and I'm willing to bet that this disgusting practice will catch up with you eventually and hopefully you'll be shut down for good along with paying restitution. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/16/2024

  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 made a deposit of a $110. And was supposed to receive bitcoin, never did

  Business Response

  Date: 06/21/2024

  Please find our response attached. 

• Initial Complaint

  Date:04/26/2024

  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.

  I used a bitcoin atm owned by bitcoin depot. After the first use I got an email that said if I sent $150 I get $15 in free bitcoin sent to my wallet within 48 hours of redeeming the promotion. I went back in I sent $210. There are excessive fees that are not listed on the receipt provided by the atm or on a notice anywhere. You find out how much they take when the bitcoin deposit gets to your wallet. They took $56 of the $210. The receipt says $3.00. I redeemed the promo and after 48 hours still hadnt seen the Bitcoin. I kinda spaced it out until the 7th day I reached out. Multiple reps said it takes 10 business days. That is not what the promotion says and if I would have known it took 10 days I most likely would have just used cash app. I brought to their attention what the email said snd sent it to them. They immediately said it was being escalated to a manager and they would resolve it. Its been 9 days now they ignore me and Ive seen nothing. This is a running promotion they are supposedly running so you would think they have a way to send $15 in bitcoin plus I provided the wallet address at redemption they needed it again. They clearly have no process to send bitcoin. It was false advertising in order to get people to use their atms, its the bait and switch. Also the fake promotions were sent via email which means they commited wire fraud. This has been reported to regulatory agencies and I want to post this anywhere I can to warn future victims

  Business Response

  Date: 05/07/2024

  Please see our response attached. 

• Initial Complaint

  Date:04/02/2024

  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.

  On 3/21/24, I received an email from PayPal for a money request of $500. I was instructed to call PayPal at *************** and spoke with someone who identified himself as "****************". He said that the amount was preauthorized and would be withdrawn from my checking account in several days. He asked for and was granted remote access to my computer under the guise of owing me a refund from PayPal. Once he had access to my computer, a screen appeared in which I was asked to enter the number 500. After I entered 500, it automatically changed to ***** He stated that this was a huge mistake that he could not correct and I needed to pay PayPal back. He said that PayPal support would secure my account so that future transactions could be done only from my computer. He told me not to access my PayPal or bank accounts until he notified me.Over several days (03/22/24,03/23/24, 03/25/24), he told me to make withdrawals from my checking account and deposit cash at Bitcoin kiosks. When I had problems with my Bitcoin profile, he said that my sister should setup an account. We deposited $48,900 in 4 transactions. He said the transfer was declined since they were from 2 different individuals, even though related and the money would be returned to my checking account. He said I should go to my bank and ask for a wire transfer. to a Coinbase account setup under my name. He said to tell the bank that I wanted to purchase crypto as an investment. The bank manager refused to approve the transfer without a phone number. He then instructed me to start again depositing cash at Bitcoin kiosks. On 3/26/24, I deposited $12,900 at a Bitcoin kiosk. On 3/2724 I found emails from Bitcoin in my Spam folder requesting authentication of the source of my funds. I checked my bank account and found money had been transferred from my money market account and my brother's money market account to the checking account. I called ********************** and was told to file Fraud and **** claims.

  Business Response

  Date: 04/09/2024

  Please find our response attached. 

• Initial Complaint

  Date:03/12/2024

  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 deposited 15k into a Bitcoin account that I was told was created for me. My money was then accessed by another, and all the funds were withdrawn without my knowledge or permission.ORDER: Q4WECGPK ORDER: Q6ZOOVS7

  Business Response

  Date: 03/19/2024

  Please see our response attached. 

  Customer Answer

  Date: 03/19/2024

  The number provided is the police number as they called BitCoin.  I am currently working with ****** and have provided the affidavit of fraud along with the police report.  At the time of the transaction, I believed that I was on the phone with an agent from ***** Fargo so there was no need for me to be in distress.  I will respond back once I receive an update from BitCoin.

  Business Response

  Date: 03/21/2024

  We have reviewed the information contained in the ******************** updated complaint. We have not changed our position from our original response, and therefore, we consider this matter closed.

• Initial Complaint

  Date:01/31/2024

  Type:Order 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 1.29.2024, I was robbed of $9296.00. I have attached documented details of Cyber fraud experience and corresponding receipts and police file report. A fraudster was able to generate a fake text and QR code impersonating Bitcoin correspondence. When prompted by who I thought was Bitcoin, I deposited $9296.00 into a Bitcoin machine. After realizing that I was being scammed, I attempted to call Bitcoin to retrieve the funds but have been told that all transactions are final. I am formally entering a complaint about how negligent Bitcoin is in allowing fraudsters to pose as them. I am unsatisfied with the policy enforced with all transactions being final and unreturnable. I have been scammed out of my life savings. I expect Bitcoin to have a team of experts that can detect fraudulent numbers, accounts, and personnel to keep consumers monies safe and free of harm. I am entirely disappointed in its lack of attention to fraud and scams occurring through Crypto currency. I expect that an organization be able to trace and identify where all monies are moving when circulating through their business. Please read the attached.

  Business Response

  Date: 02/06/2024

  Please find our response attached. 

• Initial Complaint

  Date:01/22/2024

  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.

  When it comes to cryptocurrency services, particularly unblocking or restricting accounts and retrieving lost bitcoin or other digital currency, Space Spy Recovery is the greatest. I mention this because, despite the fact that I didn't approach them first regarding the $224,000 I had lost through Bitcoin, they were the ones who were able to assist in getting the money back, and their assistance was quick and easy in contrast to businesses that weren't even able to assist. For such services, give it a try, and I'm sure you'll return feeling grateful. You can reach them directly at ************************

  Business Response

  Date: 01/25/2024

  We have reviewed our records and cannot locate any customer based on the name and email address provided.   Additionally, the details of this complaint suggests that this is an advertisement for Space Spy Recovery and should be removed as a complaint. 

• Initial Complaint

  Date:12/16/2023

  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 12/08/23 I was scammed into depositing money into bitcoin Depot in *********, ********** I put cash into the machine that I thought I was setting up an account in my own name, but I was fooled into scanning a barcode, and the money went to the scammers Bitcoin depot told me I could recover my fees.I did everything I was supposed to do I had police report reports notarized *** reports FTC reports and I notified them of the scam within one hour of depositing the money When I sent them all the information on 12/13/23 They responded and told me I forgot to provide a copy of my drivers license and I needed to do it within the same day not within 24 hours. I got that at 2 PM on the West Coast. However, that was not a problem. I immediately responded and I provided a copy of my ID.On 12/15/************************* denied my request saying they did not receive my drivers license and that their decision was final. I have proof I have a copy of the email with the timestamp of the date and the time I replied to the email with a copy of my drivers license.I understand I was scammed out of the money but getting my 10% back would be incredibly helpful to me at this point it seems like bitcoin depot is OK with people scamming other people and they are OK with making money and taking 10% of stolen money.I replied, I supplied all the proof I took a day off work to get all the documents they requested, and on top of that, I returned everything by 12/13/23 They are refusing my refund saying I didnt give them the drivers license, which is just a flat out lie.I have the proof

  Business Response

  Date: 12/21/2023

  Please find our response attached. 

  Customer Answer

  Date: 12/21/2023

  They conformed I sent the documents in the time frame they mandated.

  however, they are only telling me its currently under review, no action or fees refunded yet.

  just email saying they now need time to process.

  once they respond and actually take action I will notify you.

  they only agreed it was submitted as they requested because you contacted them.

  they would not reply to me prior.

  thanks for assisting me in this

  bernadette 

  Business Response

  Date: 08/20/2024

  I hope all is well. This message is regarding *****************************************, case #********, which was closed as unanswered. Please see the attached response letter that was previously sent, along with a copy of the cashed refund check that was issued to this customer. Our goal is to have this case reopened and closed as resolved in an effort to increase our current rating with your agency. Please let us know the next steps towards fully resolving this matter. 

   

  Customer Answer

  Date: 08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:12/13/2023

  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.

  12/7/2023 Sent ******* Called several times saying its still being processed and not being able to talk to anybody at higher up position. I have spoken to rude people. That keep telling me that it is still being processed that I should be able to see it in the Mine pool. At this point I would like to have the transaction completed a reimburse the funds to me today. This is a company I will never lose again happy with everybody.

  Business Response

  Date: 12/21/2023

  Please find our response attached.