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:05/05/2023

  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.

  I purchased $2,700 worth of Bitcoin from their ATM machine and attempted to send it to a wallet address, only to find that it never arrived. When I reached out to their customer support for assistance, I was given the runaround and told that it could take several hours for the transaction to go through.To make matters worse, when I requested to make a dispute regarding the transaction, I was informed that it was irreversible and there was nothing they could do to retrieve my funds. I demand a full refund for my failed transaction and immediate action to be taken to improve the reliability and accountability of the Bitcoin depot's ATM machines and customer support team.

  Business Response

  Date: 05/16/2023

  Please find our response attached. 

  Customer Answer

  Date: 05/19/2023

  
  Thank you for your response and providing additional information regarding the transaction in question. I appreciate your sympathy and willingness to work with law enforcement to assist victims of scams.
  Based on the details you provided, I understand that the transaction successfully posted to my account on April 6, 2023, within half an hour of initiating it. However, on April 10, 2023, I lost access to my Bitcoin Depot mobile app account and was directed to contact **************** for assistance. I'm currently in the process of reaching out to them regarding this issue.
  On April 21, 2023, I contacted Bitcoin Depot **************** to report that I was scammed. I apologize for not providing additional details about the scam during that conversation. At that time, I was feeling overwhelmed and distressed, which may have affected my ability to provide comprehensive information. I want to assure you that I am taking this matter seriously and seeking the necessary support to address it.
  Regarding the transaction process, I understand that the amount of cryptocurrency to be received in exchange for the cash inserted is clearly displayed on the kiosk screen, including all applicable fees. Customers are required to agree to the terms and conditions and confirm the transaction before it is processed. I do recall going through these steps and confirming the transaction.
  However, I would like to clarify a few points to better understand the situation. Firstly, is it possible to provide me with a breakdown of the transaction, including the amount of cryptocurrency I purchased and the corresponding fees deducted? This will help me reconcile the transaction with my records.
  Additionally, since I lost access to my Bitcoin Depot mobile app account, could you please provide guidance on how I can regain access to it? I have already contacted **************** as directed, but I don't remember my password at all, and I also don't recall setting up a secret code when I initially created the account.
  Furthermore, I would like to know how long it might take to get my funds back once the recovery process is initiated.
  Lastly, I would like to know if there are any further steps I can take or information I can provide to support the recovery of the transaction fees. Unfortunately, I don't have access to my Bitcoin Depot account, so I am unable to provide the transaction receipt when the bitcoin was sent. However, I do have the bitcoin address and messages when the scammer contacted me. Can this be considered as further proof to assist in recovering my funds?
  I understand that I can submit an application at BitcoinDepot.com/scam-fraud. If there are any specific details or documentation that would be helpful to include, please let me know.
  Thank you once again for your understanding and assistance in this matter. I look forward to your response and working towards a resolution.
  Sincerely, Yessika 
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/31/2023

  Please find our response attached. 

• Initial Complaint

  Date:04/12/2023

  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 $500 to convert to Bitcoin. The machine said it charges a $3 service fee. The company charged me 20% without my knowledge and only deposited $380 to my wallet. They did not disclose anywhere that there was a 20% fee as I would not have used their machine. I called to rectify this and they refused to resolve this matter. It is illegal to not disclose financial fees for transaction.

  Business Response

  Date: 04/19/2023

  Please find our response attached. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19927235
  
  I am rejecting this response because: I did contact BitCoin Depot directly via telephone within 30 minutes of the incident. I opened a complaint and ticket regarding this matter. They still have not responded as they agent said they would. I specifically asked the agent to get a return call from *************************, ***************************, or *********************** to discuss the situation and still have not received any communication from anyone within the company. Furthermore,  BitCoin Depot did not disclose anywhere on there machines that they would be selling me Bitcoin at a more than 20% premium as this BBB response to my complain seemed to insinuate. I deposited $500 as they stated and expected $500-$3 service charge as the screen said I would in Bitcoin in return. Bitcoin Depot instead only issued $380 of Bitcoin to my account un-benounced and with out full disclosure to me. Their tactics are fraudulent and misleading and not only require restitution to me but a possible probe in criminal negligence and fraud as well. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/20/2023

  Please find our response attached. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19927235
  
  I am rejecting this response because: It is apparent that Bitcoin Depot is not willing to rectify their deceptive and misleading practice and will continue to deny that the information and complaint I filed is accurate. Furthermore, they have made no attempt to resolve this with me directly even though I contacted them via phone as they requested. I expect this BBB case to remain open until it is rectified and a permanent negative **** on their BBB rating should be placed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/07/2023

  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.

  My household is being victimized by extortion via a dating site to the tune of $6000 which required a family member to send funds via this company. We have reached out asking for some sort of resolution, company says it cannot do anything, will not trace the user. We have filed reports with law enforcement. This company provides zero safety for users and asserts an inability to assist when clearly this is not the case. They are the middlemen for fraud and that seems to be the entire business play.

  Business Response

  Date: 04/19/2023

  Please find our response attached. 

• Initial Complaint

  Date:03/15/2023

  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.

  My mom was the victim of a fishing scam where they were posing as PayPal and then the ***** Fargo fraud department. She was conned into putting a lot of cash into a Bitcoin Depot machine. This happened March 13, 2023.

  Business Response

  Date: 03/27/2023

  Please find our response attached. 

• Initial Complaint

  Date:03/14/2023

  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 March 11, 2023 I received 500 into my bitcoin depot bit address. moments later the funds were sent out of my bitcoin address. I contacted bitcoin depot immediately as the transaction wasnt completed yet. days later they tell me there is nothing they can do and they are not responsible. I feel like they are stealing peoples money

  Business Response

  Date: 03/27/2023

  Please find our response attached. 

• Initial Complaint

  Date:10/28/2022

  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 10/25/22 I received a call from ********** impersonating a federal agent. Had a lot of my past information like vacations address. etc. Unfortunately I was in a panic because they were transferring me from "agent" to "agent" stating different criminal records I need adhere to. Had an a warrant number and everything. As stated unfortunately I did follow all the steps of this so called agent and now I am down $9,361. I should have noticed this indeed was a scam but it was to late. They had me put all my cash into a bitcoin depot atm and when I called customer support indeed it was sent and there was no way to reverse this. Bank can not help because it was me that withdrew the money and I have let government know. Unfortunately there is no way around this.Qr code was sent from a number which should have triggered me number was **********. I have no other avenue to approach this. I do not know if BBB does handle or help in these scenarios but i figure i reach out nonetheless.

  Business Response

  Date: 11/04/2022

  Please find our response attached. 

• Initial Complaint

  Date:08/17/2022

  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.

  found vehicle on ******** marketplace so contacted seller via email provided for more info which was provided then decided to purchase vehicle - seller emailed me info on the sale process and stated ******** marketplace would be contacting me with details as to how to get the money paid - recd email from ******** dealership with instructions to take $1200 cash (sale price of vehicle) to Bitcoin ATM and scan the ** code provided - I did and received a text message receipt to my phone number I provided during transaction - then next day received another email from ******** dealership they had the monies in a secure trust account but that because the vehicle was sold for less than they valued it at, I needed to send $800 to cover shipping insurance and again provided instructions and ** code to scan at Bitcoin ATM - received text message receipt to my phone number - soon after this transaction took place I received another email from ******** dealership that per new CoronaVirus the shipment had been stopped at Customs of the state of *********** and I needed to pay $800 Customs Tax and they provided instructions and another ** code to be scanned at Bitcoin ATM - received txt message receipt to my phone number provided during transaction also received email receipt from Bitcoin Depot with transaction ID, and address monies was sent to - I have hard copies of all of the email communication and also receipt address, etc. for each transaction- the web address I went to for viewing vehicles to buy was https://www.********.com/marketplace/category/pickup-trucks/ - the seller name and email: Summer ********************* ******************** and ******** Dealership ******************************************* I also completed and submitted complaint to CoinFlip ( the atms used) and also ********************** Online Vehicle Sale Scams per seller was impersonating a member of military stationed at ********************** in *******

  Business Response

  Date: 08/24/2022

  Please find our response attached. 

  Business Response

  Date: 09/07/2022

  Please see response attached. 

  Customer Answer

  Date: 09/08/2022

   
  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:08/17/2022

  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 was using one of their machines to purchase bitcoin, I put in the first bill which was a 20 dollar bill then the machine canceled my purchase but took my money. It did not return my 20 dollar bill, I reached our to the bitcoin depot company immediately but they said the internet got cut off so the transaction was canceled. It took my money and they still haven't refunded my 20 dollars. This was done about 3 weeks ago on Wednesday.

  Business Response

  Date: 09/02/2022

  Please find our response attached. 

• Initial Complaint

  Date:07/09/2022

  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 July 8th, 2022 I went a Bitcoin Depot *** to purchase bitcoins. With 23$ exactly what it cost to be able to pay for the 3$ transaction fee and the 20 would be what the reciever recieved. The next day I recieve a phone call stating that the order was not filled and I was unable to proceed due to this. Not to get into personal detail just yet. So I contacted Bitcoin Depot via text message and requested for a receipt of my transaction be sent to me immediately so I could have some type of proof that the payment must have been misread. Upon doing so I check the *** and Bitcoin price to find that I put in 23 usd to get ***** worth of bitcoins the receipt not stating where the other money had went. So I contacted Bitcoin Depot in regards to the missing 8$ well 5 since I knew the *** states it's a 3$ transaction fee he then tells me that Bitcoin Depot takes a 20% transaction fee?? Since when it clearly states there is a 3$ flat rate transaction fee. Im thinking this should be something under the double Jeopardy law that makes this illegal. Im at this point requesting a full refund for the transaction. I also noticed that the Bitcoin address provided on the receipt was different then the one the company has on file meaning they diverted my transaction to another Bitcoin wallet before sending it to the requested address in attempt to make it as legal as possible to rob people. Diverting it to a bitcoin wallet probably owned by them so that they can pick their money out then directing it to the location requested by consumers which is not what was requested only to exchange the *** into Bitcoin and send to desired location. Has to be a violation of my civil rights in there somewhere. Thus being only the begining stages of what I have in store for these money hungry people. I and however many other who have dealt with Bitcoin Depot will be compensated for our right being violated and out money being stolen by these scammers.

  Business Response

  Date: 07/20/2022

  Please find our response attached. 

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17544742
  
  I am rejecting this response because:

  Exactly and what that's saying is exactly my case and my point it said the fee for the transaction was 3$ which mean I put put 23$ in the machine for 20$ to be deposited period.  To be the largest Bitcoin *** and along with all the rest of the hype mumbo jumbo you just stated in the letter clearly the biggest Bitcoin *** failed to pay attention in math class because 3-23=20 no matter how you put it the your math skills are still off.  So if your asking me if I'm being scammed when I only receive $15.20 when clearly the screen and charges I accepted said 3$ transaction fee and 20$ would be deposited that's a whole $4.80 of my hard earn d money missing and upon contacting. A representative via text message who very unprofessionally sent a "copy" of my receipt which did not have the same bitcoin address as was presented as the Bitcoin address on the receipt I received from you and the one that my Bitcoin  wallet has on file as being the senders Bitcoin address. Meaning somewhere between my bitcoins being purchased they were deposited into another Bitcoin address before being sent to the the wallet they were suppose to be sent directly. So once again I answer the question. I will disappointingly answer and say I was scammed by the Bitcoin *** that I trusted with my money. Also stated in my favor. This was clearly not my first time visiting the Bitcoin *** and each and every time. Never had a problem clearly as it does every time states the transaction fees as well as how much will be deposited into the account with the amount put into the *** it doesn't state anywhere on the screen in fine print anywhere state what a Bitcoin *** representative stated about the 10% taken by you people. No where. So what happened here is you are the scammers that thought you would take my money and I would just accept the fact that you robbed me thought you could blow some smoke that sounded believable enough to where I wouldn't pursue finding out where my funds disappeared to.  With the revenue you stated in your letter if you decide to do that same scam on 15 unsuspecting customers randomly across the globe that would total a nice amount of extra cash. Because I can almost promise you that hardly anyone else is going to take it any further the inquiring about the missing money. But I know I personally ****** you off by inquiring about hidden definitely not stated surprise "10%.transaction fees"   being publicly exposed for other non suspecting victims. Which will now force you to have to come up with some other not so brilliant idea. Which leads me to once again say another  fact supporting my case. The fact that you attempted detour from anything stated in my complaint your fail to address anything in my complaint besides shed more light for other to see this was not my first time using the Bitcoin *** but my first time being scammed. Since you have brought to my attention how rich you are and how broke I am.  After we are done here I'm going to take you to small claims court and see for pain and suffering being caused by your failure to state. Whatever fancy stuff my lawyer can come up with to ring in the most bang for my missing 4 bucks. Lmao. Refund my 23$ so I can pay my attorney that as a detainer fee. All I know is hopefully this will bring forward more people you have robbed and they will come get some rightful justice. Who would ever think the people asking if we are being scammed are the ones doing the scamming.
  Sincerely,
  
  ************************* go

  Business Response

  Date: 09/02/2022

  Please find our response attached. 

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17544742
  
  I am rejecting this response because:  I agreed to exactly what it said the charges that were displayed on the screen was as followed an $3 transaction fee. So I deposited $23. I agreed that the 3$ would be for the transaction fee and the receiver would receive $20. That's not the case my receiver only received 15.60$ which isn't what I agreed to period and so meaning there is money missing. You only keep repeating the same exact response as the time before. meaning you are unwilling to handle this dispute. So I'm begining to see this is going nowhere with the BBB and will be taking further action from this point one in which you will have no other choice but to pay me my money plus some so. I will be touch this won't be the last time you hear from me. I won't stop until I am compensated for my time and suffering. And you won't be able to resend the same letter as a response the time before.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/07/2022

  The Company has twice communicated its position to **************** and considers this matter resolved. 

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17544742
  
  I am rejecting this response because:. They keep on saying the same thing. It's not resolving the issue it is correct the amount and everything was displayed on the screen starting that my sender would receive 20$ and that being what I agreed to and accepted while making the transaction. We are here today because I was told that the wallet would receive 20 and yet still only received $15.60. So being since they displayed I would receive $20 upon putting. 

  $23.00. So where is the $4.40 I never was aware of this being missing I would've never agreed to that. So you stole my money. And I want it back and all the $91.00 transactions done with you kiosk because of the hardship I'm forced to go through about my missing money. Why are you unable to present any evidence like the transaction details. From start to finish. From what I agreed to on the screen of the kiosk until the transaction was complete. 

  Sincerely,
  
  *************************