Business Profile

Virtual Currency

Bitcoin Depot Operating, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Virtual Currency.

Complaints

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

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.

Initial Complaint
Date:12/13/2023
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.
Good Day,On The 8th Of December I Used A Bitcoin Depot *** To Purchase Bitcoin For $1800. I Put In The Cash In The *** And I Got A Receipt Saying I'll Receive My Bitcoin Soon... But Today Is The 5th Day, And I Haven't Received My Bitcoin.. I Also Have Tried Reaching Out To Bitcoin Depot, But They Only Offer Support Via Text Messaging... I Have Since Not Received Any Tangible Response Or Resolution. And I Haven't Got My Bitcoin Too. My Order Number Is Q3OWEOMT... I Need My Bitcoin Or I'll Resort To Litigation. Thank You.
Business Response
Date: 12/21/2023
Please find our response attached.
Initial Complaint
Date:11/29/2023
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.
Im wanting to resolve an issue where I send money to a particular address online involving numbers and letters and due to The fact I couldnt be identified Ive lost my money! I sent Through a valid drivers licence and yet nothing! I need either a refund or the money to please be transferred to the address I sent it to thanks
Business Response
Date: 12/05/2023
Please find our response attached.
Initial Complaint
Date:11/08/2023
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.
I put $101.00 into a Bitcoin Depot ATM at a *********** station at 2:18pm. My money never showed up. Ive called customer service multiple times and was given the same answer that there is a high volume and things are delayed. Which was not true. Every representative said something different. No one gave a resolution or light at the end of the tunnel. Outside of a text and a printed receipt, no other proof or communication was provided. I had one representative tell me to "go f*** yourself, we already have your money. " Which was told to Bitcoin Depots customer service team where no apology was given and still no resolution. Looking back at all the reviews I am not the only person that this has happened to over the last 3 years. In fact I am just 1 of hundreds of others. How these atms are even allowed in any store is crazy to me. Or how this company is able to stay in business and a lawsuit has not already taken place. This needs to stop and people need to be refunded their hard earned money ASAP. I was absolutely robbed, lied to and refused a refund.
Business Response
Date: 11/20/2023
Please find our response attached.
Initial Complaint
Date:10/28/2023
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.
My boyfriends set up my bitcoin wallet and when I inserted $2900 into their ATM machine on 9/18/23 they said the wallet belonged to someone else and asked me all kinds of. questions like I was to blame. They finally said I would be issued a refund within 7 days to 4 weeks. It is now 10/28/23 and I still have not seen my refund. I call every week and am told the same thing, it's in process. They keep saying they need to confirm my address or my phone # or my name!!
Business Response
Date: 11/30/2023
Please see attached.
Customer Answer
Date: 11/30/2023

Complaint: 20794520

I am rejecting this response because: Bitcoin Depot said they mailed a check yesterday for the amount of $2755, not the whole transaction of $2900 that I deposited. I found this out by a phone call to them. I am very upset that they did not issue my full refund and that it took well over 2 months and I still have not received it. They also had the wrong information , ie: "Our records reflect that ************** initiated two transactions on her own account on September 14, 2023, for a total of $5,800.00 USD." I know that I would not have gotten any action without this complaint being made to the BBB. My transaction was on September 18, 2023 for the one transaction of $2900 to a wallet my boyfriend set up for me.

Sincerely,

***********************
Business Response
Date: 08/20/2024
I hope all is well. This message is regarding ***********************, case #20794520, 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: 08/20/2024
I had to sign to get the money for the scammer I was dealing with. I never should have had to pay a fee as no bitcoins were ever purchased! This is a horrible company and I want my complaint known!
I thank you for your assistance in this matter. The scammer got me for a lot of money, this was just one avenue of pitfalls.
Sincerely,
***********************
Business Response
Date: 08/26/2024
Please see the attached response.
Initial Complaint
Date:10/05/2023
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.
On 9/11 and 9/12 I was instructed to put cash into the BIT Coin ATM at *************************** ************************************************* I was told after depositing the money it was going to be returned to me this was false, I was scammed. After notifying Bitcoin Depot I was told that the money was removed and was unable to get back the amount put in. *** informed me that, however;that Bit coin made 23% as well as 3% on the transaction , I may be *********** that much of the $14000. I placed a complaint as instructed and have not heard back as of 9/18/23.
Business Response
Date: 10/10/2023
Please find our response attached.
Initial Complaint
Date:09/17/2023
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.
I went to use one of these atm about 12 hours ago They only ever said their was a $3 fee which seemed strange because most bitcoin atms charce a % fee on top and it had no mention of how the fee was charged it just said it was flat $3 simple. It ended up charged me $45 on the receipt a 45% fee, The number 45 or anything about it was never mentioned and I was extremely upset The store owner was not their and I could not recieve help. I included a picture of my reciept,
Business Response
Date: 09/27/2023
Please find our response attached.
Customer Answer
Date: 09/27/2023

Complaint: 20617691

I am rejecting this response because:

Sincerely,

*************************
The Fee on the screen said $3 yet you take half my money, Whats the deal. obviously I would not of purchased s*** if you where going to charge %50
Initial Complaint
Date:07/25/2023
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.
28% fee plus 3 dollars? Deposited $780 and got $596, insane and should be illegal even if it probably never will be.
Business Response
Date: 08/01/2023
Please see our response attached.
Customer Answer
Date: 08/01/2023

Complaint: 20376547

I am rejecting this response because:
The exorbitant 28% surcharge is not obvious at all. The $3 fee is the only prominent one. This is a non-response.

Sincerely,

***************************
Initial Complaint
Date:07/25/2023
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.
Yesterday I called my Mom on the way home from work and she was telling how tired she was, I asked her why and she said she had to go to the bank, surprised me and she said she received an Apple alert stating her computer was compromised and they got her to go to the bank, withdraw ***** dollars and go to a bitcoin shop where she deposited it. She was told that they would wire her money back to her and it would then be safe. While on the phone they said they transferred her to a secure line with **** of America = the two names she gave me are ************************* and **************** tried calling the same people yesterday - *************** and they said it was a medical company who help people who fall (it was clearly a call center)I used an app today that hid my phone number and gave my name as ******************* and said I was writing a paper when I got a security message from Apple The first person I talked to handed me off to someone and did not give his name, the person he passed me to called himself ****, he started asking me what games I played and what I did on the computer, when I asked him how does this pertain to me working on my paper he hung up.The time I called it was the phone number from the apple support pop up ************** - I told him the same story and he started asking me about my network and other odd questions, so I asked him what address he was calling from and he tried to tell me he was in **********, and I said it does not sound like it and he hung up.I have the bitcoin recipiet and other information as well.The error message had Threat Detected -Stuxnet.Trojan-Spyware App: ads.fiance-track(2).**** Bitcoin knowingly took money from a 75 year old woman, and helped her, and continued a scam that was already in progress, and will not help
Business Response
Date: 08/01/2023
Please find our response attached.
Customer Answer
Date: 08/01/2023

Complaint: 20374192

I am rejecting this response because your company takes no responsibility to ensure the elderly are not scammed. If you saw the video footage you know she was on the phone the whole time and one of the workers there was concerned about her, but did nothing. You dont think it is odd a seventy five year old woman would be buying so much cryptocurrency? Not including my Mom there has been a woman in *****, a woman in ************, ***********, ******** and ****. You say that there are warnings but I have seen pictures on the kiosk and they do not help the elderly. You company possibly made up to ***** dollars off my Mothers transaction and per one report your owner ******* is worth millions, yet your company continues to enable scammers to take advantage of people
Sincerely,

*******************************
daughter-*******************
Business Response
Date: 08/08/2023
Please see our response attached.
Customer Answer
Date: 08/11/2023

Complaint: 20374192

I am rejecting this response because:
I understand that you are a business, and as such you want to make business. But considering the number of scammers there and people losing millions of dollars because your industry is not regulated there is no help for people like my mother. I am glad that you have some type of signage on your ATMs. But tell me how a population who is unfamiliar (the elderly) with computers and who are already being pressured into something would take not of that.
There is a rise of scams targeting the elderly and your industry is not stepping up. Obviously, there are some good people out there like the sheriff in ***** who seized your machine and gave the poor woman her money back.
As for the phone call you are referring to on July 24, that was me and not my mother, and I identified myself as such. Your customer service agent gave no advice and said there was nothing they could do because the money had been transferred. No mention of a fraud department at your company or anything else that could be of service.
In 2022 your company made over six hundred million dollars and yet you do nothing more than put a few signs on your kiosks.
Central District of California | ************* Seizes Over $112M in Funds Linked to ************************* Schemes, With Over Half Seized in *********** Case | ************* ********** of ******************* scammed into converting $15K into Bitcoin sparks legal battle between crypto kiosk manager, McLennan ********************** (kwtx.com)
CT man duped into putting life savings into Bitcoin ATM (ctinsider.com)
Cryptocurrency scams targeting elderly in ****: What to know (fox8.com)
Mental anguish: how a crypto scam advertised on ******** cost victim her life savings | ******** | The Guardian
You continue to reiterate the same information in your responses, for example what kiosk my mother used, and I am not sure why. I am well aware of the information, and your responses continue to lay blame on a seventy-five-year-old woman, and it is disappointing. What is your company doing besides putting a few messages on ATMs to prevent this, and providing no assistance to victims other than blaming them and not putting measures in place to prevent things like this.
I have submitted all required documents that your company required, and I am awaiting the case number from the police department. Yet your company continues to give my mother and I the run around over three thousand dollars. How would you feel if this happened to your mother of father?
As I mentioned before your customer service is useless and of no help, the only bright point in your whole company was a woman I talked to named ***, and I told her so, and also told her that she should receive a lot more support from her employer.

Sincerely,

*******************************
daughter - ***************************
Initial Complaint
Date:06/13/2023
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.
On June 5, 2023 at 11:15 AM I was scammed and pressured to deposit $2,900 USD on Order: QSLE3721 and $11,800 USD on Order QFW4RMWX at 12:03 PM PDT into a Bit Coin machine located at *********************************************************************. My driver's license and a photo of my face was scanned and a barcode that the scammer texted to me. I reported the scam to Bit Coin's ****************************************** since the incident occurred and to this date they have not done anything to help me recover the stolen money. I've received emails from Jhon, *********************, ******, and ************************* each time requesting the same information which I have provided over and over again. The nature of the dispute is that I've been scammed via their Bit Coin machine. I explained to them how the scam occurred, sent them copies of the two receipts, gave them my name, phone number and email address, and explained how the scam happened. Bit Coin Depot is responsible for their machines and transactions that take place on them and I am hoping they would help me recover the money that was stolen from me.
Business Response
Date: 06/20/2023
Please find our response attached.
Customer Answer
Date: 06/22/2023

Complaint: 20181507

I am rejecting this response because: In paragraph 3, *********************** states that Bit Coin Depot "only permit customers to use our service to send cryptocurrency to their own custodial (i.e. their Coinbase account) or non-custodial (i.e. their Bitcoin Depot wallet app) wallet." However, Bit Coin did not verify whether the deposit was to an "own custodial" or "non-custodial" wallet, based on the fact that the machine scanned my personal ** (********** Driver's License) and my facial recognition by taking a picture of my face at the time. I do not have a custodial or non-custodial account and the information on the scammer's barcode did not match the two forms of verification that I provided. Since there was a discrepancy between the scammer's account, NOT matching the ** and facial recognition provided, Bit Coin should not have allowed this transaction to go through. In paragraph 4 ****************** claims that I initiated two transactions on my own account, which is false because I do not have an account with Bit Coin.
Secondly, I was nervous and shaking with fear when I was depositing the 100 dollar bills in the machine. I had never done this before and it was all foreign and unfamiliar to me; the scammer was giving me directions on my cell phone (evidenced by the earplugs I was using so my hands would be free to make the deposit into the machine). As I explained in my reports to the ********* CFTC and a call to the Consumer Complaints in Georgia, I was under the impression that the money was being held in a safe account for me (as I was told by the scammer) and that I would see it back into my Chase account the following day, June 6, 2023. I didn't realize that I was scammed until late, (after banking hours) the following day, 6/6/23, that the money was not there in my ********** Account. Thus, the delayed reporting to Bit Coin that I was scammed and in addition, when I tried calling Bit Coin on the telephone number they provided, they never answered. The phone rang and rang and rang without anyone picking it up.

Sincerely,

*************************
Business Response
Date: 07/20/2023
Please see our response attached. We have remitted transaction fees back to *************
Customer Answer
Date: 07/21/2023

Complaint: 20181507

I am rejecting this response because: Bit Coin Depot allowed the transaction to proceed even when the barcode (provided by the scammer) did not match my Identity, which was required by their vending machine. Bit Coin Depot gives the user a false sense that they verify that the custodial or non custodial account/wallet matches the identification provided (in this case my ********** Driver's License) and a scan of my face at the time of use. When I reported to Bit Coin Depot that I was scammed on their machine, the money was still in the vending machine and they could have stopped the transaction and returned the money to me, evidenced by the two receipts I got from them. What's the purpose of asking the user to provide a form of identity and also scanning my face at the machine? Bit Coin Depot misleads the general public to believe that their machines are safe to use for deposits by asking for identification and scanning one's face. Bit Coin Depot is a liability to the general public and should assume responsibility and be accountable to the thousands of people who have been scammed on their machines. Many have lost hundreds of thousands of dollars because Bit Coin Depot has been careless in safeguarding the public who fall prey by using their machines. Again, I would like to reiterate what was previously said in my first rejection letter to Bit Coin Depot on this BBB site. "I do not have a custodial or non custodial account (with Bit Coin Depot) and the information on the scammer's barcode did not match the two forms of verification that I provided. Since there was a discrepancy between the scammer's account, NOT matching the ** and facial recognition I provided, Bit Coin should not have allowed this transaction to go through.

Sincerely,

*************************
Initial Complaint
Date:05/09/2023
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.
I recently used one of the physical ATM locations to convert cash into bitcoin. While using their machine, they notify you that there is a $3 flat fee for the use of their machines. However, upon completion of the transaction, you realize that they took 28% of your cash as a markup for the use of their services. Nowhere on any screen or terms of use is that fee disclosed. In the upper right hand part of the screen, a spot price is displayed, which, at the time of purchase was significantly higher than what the actual spot price was. I called the company in regards to the transaction, and they stated this is most likely a network error and will be corrected. They even confirmed the correct spot price on the phone with me to indicate that my transaction was completed at the correct price.However, now that the funds have settled in my account, I am missing 28% of my deposit funds. Their customer service refuses to acknowledge what theyve done, even though they claim to have recorded the conversation in which their employee gave me this false information.
Business Response
Date: 05/16/2023
Please find our response attached.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

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