Complaints

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:09/23/2024

  Type:Delivery 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.

  Hello , I pre ordered a Goldshell AL crypto mining machine and paid the amount of $***** for it in 04/16/2024 and was promised to be delivered before May 15 2024 , in 05/08/2024 i requested a cancellation of my order ,but they refused to cancel claiming that the order already processed , i waited until may 15 for the order to arrive but it didnt arrive , i again asked for cancellation , and they refused claiming that its already shipped , by the time the order arrived the prices were significantly dropped , so i asked for cancellation again or at least to send me another miner called Kaspa miner , they again refused to cancel but they said they can put 1Th on pool from one of their Kaspa units that is hosted in their data center, i said thats fine . the situation now , the price of the miner i bought for ***** usd is around $1500 , and the Kaspa unit they promised is not working for more than 3 weeks now .

  Business Response

  Date: 09/24/2024

  Hello there,
  
  Thank you for your email. I would like to clarify a few important points regarding your investment in cryptocurrency mining equipment.
  
  Firstly, it's important to recognize that cryptocurrency mining, much like the broader cryptocurrency market, is inherently volatile and unpredictable. When you invest in Bitcoin or other digital assets, you accept the risk of price fluctuations, and the same principle applies to mining. Just as you cannot request a refund when the value of a coin drops, the profitability of a mining unit is directly tied to market conditions, which can change rapidly.
  
  The unit you purchased was priced at $16,720 based on Alephium's network difficulty and market conditions at the time. You were fully aware that this was a pre-order unit, meaning production and delivery timelines are controlled by the manufacturerin this case, *********. We, as a facilitator, handle logistics and ensure the safe delivery of your unit through insured packages. However, we do not control the manufacturing process, pricing, or market conditions that affect the value of these miners.
  
  Additionally, network difficulty is an external factor that influences the profitability of mining. It increases as more miners join the network, which again, is beyond our control. We emphasize that investing in cryptocurrency mining involves accepting the inherent risks, including market volatility, changes in network difficulty, and fluctuations in the value of the coins being mined.
  
  To reiterate, the cryptocurrency market is highly unpredictable, and no one can accurately forecast changes in coin prices or mining profitability. When purchasing mining equipment, these are risks you assume. We cannot accommodate your request for a refund. Investing in cryptocurrency mining equipment is similar to purchasing Bitcoin at a high price point. For example, if you bought Bitcoin at $70,000 and the price dropped to $20,000, you wouldnt be able to request a refund from the exchange. Likewise, we do not have control over market conditions, and a request for a refund based on market volatility is not reasonable.
  
  The decrease in your unit's profitability is primarily due to Bitmain's unexpected release of a more efficient Alephium miner, which increased network difficulty and reduced the profitability of your unit. This development was unforeseen by the market, and no one, including us, had prior knowledge of Bitmain's release of the AL1 miner.
  
  It is important to note that we are not the manufacturer of the mining unit, nor do we profit from its sale. *********, the manufacturer, determines the price and production of these units. We only facilitated the delivery process by ensuring your package was insured during transit, handling the import fees, and delivering it to you. For any concerns regarding the unit's pricing or decreased profitability, we recommend addressing them directly with Goldshell as they are the ones liable for all of this and not us. 
  
  Profitability in cryptocurrency mining is inherently volatile and subject to market fluctuations, which are entirely beyond our control. As a gesture of goodwill, we provided you with a 2 TH/s Kaspa miner at no additional electricity cost (we absorbed the cost), directed to your mining pool, to help boost your hashrate and offered some compensation in Kaspa during this period.
  
  We appreciate your understanding of these matters and are available should you have any further questions.
  
  Best regards, 
  
  Zara Amrani 

  Business Response

  Date: 09/24/2024

  Dear BBB Team,
  
  My name is **** ******, and I am the founder of Ace Miners. Im writing to address the recent complaint filed by one of our customers, ********, which I believe to be based on misunderstandings regarding the nature of cryptocurrency mining.
  
  To clarify, Ace Miners facilitates the sale of crypto mining equipment and insures all packages, as they are shipped from manufacturers in ********* and *****. We do not manufacture the units ourselves.
  
  ******** purchased a pre-order unit for the ***************** It was communicated to him that this was a pre-order, as Goldshell was still in the manufacturing process. At the time of his purchase, the AL *** miner was highly profitable due to the higher coin price and lower network difficultyboth of which are factors entirely beyond our control. Unfortunately, as the cryptocurrency market declined, so did the profitability of the miner. However, by the time the market downturn occurred, ******** was already mining with the unit.
  
  It is important to note that the price of mining equipment is set fairly based on market conditions at the time of purchase. I understand that ******** is upset due to the market's downturn, but this is a well-known risk when investing in cryptocurrency mining, which, as we all know, is a volatile industry. As an example, purchasing a Bitcoin at $70,000 and seeing its price drop to $20,000 does not entitle the buyer to a refund or additional coins from the exchange. Similarly, requesting a refund for a mining unit due to market fluctuation is unreasonable.
  
  At Ace Miners, we prioritize customer satisfaction and have always maintained transparency about the risks involved in crypto mining. In Mohammeds case, we went above and beyond by redirecting a miner from our data center to his account to increase his earnings, without charging him for the electricity costs associated with operating the unitan accommodation we provided to assist him during this challenging market period.
  
  I would be happy to provide further clarification if needed and am available to discuss this by phone at ************.
  
  Thank you for your time and consideration.
  
  Best, 
  
  **** ******

  Business Response

  Date: 09/24/2024

  Hi BBB Team, 
  
  I would like to make you aware of the fact that Ace Miners has a disclaimer available on our website (***********************) that outlines the inherent risks associated with cryptocurrency mining. I have attached a screenshot to this email. 
  
  As stated, we are not liable for any market fluctuations or changes in network difficulty that may impact the profitability of your miner. These factors are beyond our control, and we cannot predict or influence market conditions. We strongly encourage all customers to conduct thorough research before making any investment and to proceed with full awareness of the risks involved.
  
  Please let me know if you have any questions. 
  
  Best regards, 
  
  Zara Amrani 
  

  Customer Answer

  Date: 09/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22089274
  
  I am rejecting this response because: i simply wanted to return the product on may 8th immediately after i paid more than ***** dollar from my hard earned money  when the product wasn't shipped or maybe manufactured yet  and before the prices dramatically dropped , so why this company refused to return it? and i was promised to receive the product before may 15 and i received it days after this date . the company promised to connect my wallet to a Kaspa mining pool and it did but there were always technical problems and it been  disconnected  about two months ago until now.

  finally my name is ******* not ********
  
  
  Regards,
  
  ******* Kamaleh