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Business Profile

Virtual Currency

Coin Cloud

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 had the ****** sent Bitcoin into my account and now I cannot send it out I can't contact customer care and I can only receive funds customer care is not taking calls and you can't access chat I want my money

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 scammed to putting **** into bitcoin coin cloud. It was my savings. We stop it with coin cloud before it went into a wallet. They promised I would get my money. It is now 8 weeks and nothing. They are under maintenance and no way to get a hold of them Someone please help

  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    may 31, 3:45 PM deposited $2000 into a coin cloud machine at a ******** 66 in ********** after being scammed by a hacker who provided me with a quora code for the machine. When it didn't work i contacted customer support at ********************** who asked if it was my code. When i told her it was sent by a 3rd party she said the transaction was denied and placed on hold. i received no receipt or contact info until i filed a complaint with coin cloud who replied that my case was being reviewed by support staff. now everyone has gone silent. coin cloud customer support directs me to the same email that responded initially but has now gone dark. the machine is no longer working but remains at the gas station. have filed police report as well as one with IC3/FBI in ************.

  • Initial Complaint

    Date:07/18/2023

    Type:Product Issues
    Status:
    Unpursuable
    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 April 15, I deposited $1,800 of bitcoins (******* BTC) in a Coin Cloud wallet and tried to send it to ***************************. Scores of attempts at this transfer didn't work. I have asked Coin Cloud, by email, text, and phone, much more than a dozen times to resolve the problem. These contacts include email messages on April 17 (5 messages), April 19, May 25 (4 messages), and June ***** (2 messages). On April 19, representative ******* wrote me that Coin Cloud had found a "work around on the issue." But in fact, it had not. Coin Cloud instructed me to try importing the wallet. When I followed Coin Cloud's printed instructions on importing, I got a message saying the wallet was now corrupt, although I had used the correct 12 key phrases. Initially, Coin Cloud said repeatedly that it would resolve the matter in "a couple of hours" but never did. Its service representatives confirm that the money is still in a Coin Cloud wallet and advise me against using Coin Cloud wallets. Coin Cloud has neither extracted the money from the wallet nor refunded it to me. I want the money with interest.Background: Coin Cloud claims that just a few customers have "wallet issues" and that it is working round the clock to resolve them. But three weeks ago, Coin Cloud shut down its BTMs (ATMs for bitcoins) and stopped answering text messages and phone calls from customers. Today, Coin Cloud claims to inform customers through a ******** page. Although I have a ******** account, I cannot open this page. In a form unsigned message that I received yesterday, Coin Cloud wrote: "Coin Cloud is currently undergoing a system-wide upgrade. We unfortunately do not have an exact ETA on when this will be completed." This message follows recorded phone messages in which Coin Cloud said it would answer customers' phone calls after a half-hour "audial conference" but never did, and another recorded phone message in which Coin Cloud said it would be operating again "in the following week" but never did.

    Customer Answer

    Date: 08/03/2023

    Coin Cloud still has not responded to my direct request for a refund, which I emailed three weeks ago.

    Thanks,

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

    *********

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

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

     

     

  • Initial Complaint

    Date:07/13/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In early May 2023 I was tricked into using a coin cloud machine.I called coin cloud to get my money back.The company had stopped the transaction.I gave them the information they needed to return my money.Coin cloud employee JD said it would be 6 to 8 weeks.JD stopped responding to me a few weeks ago.After 8 weeks passed I tried calling coin cloud but the phone said running updates.I called the next week to the same message.I need help getting my money back from coin cloud.My total loss is $15,000.00 USD.I also thought about sending a certified letter too.

  • Initial Complaint

    Date:07/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Bought bitcoin about 3 weeks ago and still havent gotten it call add says there updating their system why are the machines still accepting money if there in bankruptcy this is illegal

  • Initial Complaint

    Date:06/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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 7th 2023 I bought $2,995.00 of Bitcoin through a Bitcoin ATM. The funds were sent to my Coin Cloud Wallet. It is now June 28th and Coin Cloud has not released my funds which I need desperately! I have tried calling, texting and sending messages to their ************** to no avail. I want my funds released immediately! PLEASE HELP ME!

  • Initial Complaint

    Date:06/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am trying to access funds in my BTC wallet. I have reached out to customer support numerous times but have not received a response.The balance is around $1000. They state they are doing a system wide upgrade but will not answer any inquiries through customer support.

  • Initial Complaint

    Date:06/22/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Coin Cloud has been hijacking my bitcoins for weeks now. I have several thousands worth of bitcoins held in Coin Cloud wallets apparently due to their system upgrade. I opened a case with them but there has been no resolution. I have been asked to call customer service but ********************** doesnt answer the phone anymore. A recorded message prompts customers to follow them on social media for status of their system upgrade. Well I cant find statuses anywhere so I feel like Coin Cloud is not serious about their customer concerns. I am honestly worried that I wont see my money again.

  • Initial Complaint

    Date:06/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sent btc to my coincloud wallet it shows on the blockchain that it has *** confirmed when i go to my coincloud wallet on the coincloud app it says network error when i try to refresh it says network error i try to call support text support email support and all i can get from them is that they are updating there system to follow them on social media for any news related to coincloud and that's all i can get from support that's not helping my situation with my btc not being available for me to use it's been a few days with no answers

Coin Cloud is NOT a BBB Accredited Business.

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