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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:06/22/2023

    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.
    I made a transaction on June 9th, 2023 at 2:40pm. I was told on June 12th the transactions were behind and should be completed by June 13th. I am still waiting. I have emailed Coin Cloud support and nothing. Transaction was $600.00. This is not good business and they just need to complete it. It is now been 11 days and nothing. They do not answer the contact number.

  • Initial Complaint

    Date:06/14/2023

    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.
    On Friday June 9th around 11:30 a.m. I bought $540.00 in bitcoins via Coincloud atm. This atm is located at ****************************************************************************************. After waiting half a day for completion confirmation I called Coincloud asking why it was taking so long. I was told Coincloud was dealing with technical issues and my transaction would be done by Monday. It is now Wednesday and my transaction is still in limbo. I get a recording each time I call Coincloud and the same standard response to each of my emails I have not been able to reach a live person since Friday

  • Initial Complaint

    Date:05/08/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 Coin Cloud ATM located at ******************* in *******, ** I put in my phone number and name, then scanned my BTC destination address which is Coin Cloud wallet. after that I put/deposited $175.00 into the machine. And it wouldn't send my purchased crypto. I then immediately called the number on the machine, and it literally just say's "Thank You for calling Coin Cloud" and it repeated the same thing, then it just hangs up. The deposited ****** into my wallet but it wont let me send, sell or transfer. It says my coins are not confirmed and its been 48 hours, with, shut them down. In ******* we will picket all their machines until they get better **************** and stop robbing people.

    Business Response

    Date: 05/22/2023

    Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #******** received on 05/08/23. Thank you for allowing us the opportunity to review and respond. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.  Additionally,Coin Clouds Support Team operates Monday Friday from 6 am to 6 pm. While we regret any inconvenience to our clients, our support team can only be reached during those operating hours. 

    Customer Answer

    Date: 05/29/2023

     
    Complaint: 20028049

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:02/28/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 Coin Cloud ATM located at *********************************************************************. I put in my phone number and name, then scanned my Litecoin destination address after that I put/deposited $200 into the machine. And it wouldn't send my purchased crypto. I then immediately called the number on the machine, and it literally just say's "Thank You for calling Coin Cloud" and it repeated the same thing, then it just hangs up. The customer support is non-existent I even sent numerous text messages to the number they claim you can text. Without any response. This company owes me my money.

    Business Response

    Date: 03/29/2023

    Cash Cloud Inc. dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #******** received on 03/14/23. Thank you for allowing us the opportunity to review and respond. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more. Additionally, Coin Clouds Support Team operates Monday-Friday from 5am to 7 pm.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, from time to time there are delays on the blockchain due to heavy traffic that are out of Coin Clouds control. 

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 date 12/24/2022 around 7:00am I attempted to use a Coin Cloud ATM. The atm stated that I can buy bitcoin with cash from this said machine. Enter my crypto address and have bitcoin be sent to my e wallet. I completed the entire process how it is stated. Paid $40 worth for my bitcoin. Received a text to my phone stating that I will receive another text once my transaction has been fully processed. It is now 5:48 pm and have yet to recieve my funds and when trying to call or contact customer service I cannot get through to a single person. They are so far robbing me of my own funds and I'm left here helpless not knowing what to do next, please help.

    Business Response

    Date: 01/06/2023

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on January 5, 2023. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

    Business Response

    Date: 01/06/2023

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on January 5, 2023. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:12/19/2022

    Type:Delivery Issues
    Status:
    Answered
    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 the Coin Cloud Bitcoin ATM here in ******** to purchase BItcoin dated on the 16th Dec 2022, I got verified by the coin cloud Bitcoin ATM machine, so I proceed to by up to the tune of $7000 and normally, I was suppose to get my Bitcoin on my wallet within 10 minutes but instead, it has been up to 72 hours now and still, I haven't receive my bitcoin. On sunday 18th Dec, I also went hoping the $7000 will get to me by today Monday, I did also purchase another $700 to same wallet of mine and up till now, I haven't receive any coin on my wallet. I tried calling, they put me on hold for 2 hours and saying I should for their agent to attend to me. I emailed them but no response, am really down because I was only trying to save my money in crypto and get some profit but coin cloud has refuse to release the coins to my wallet. Please help me get my coins or money back, please.

    Business Response

    Date: 01/03/2023

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on December 19, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:11/04/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    The transaction date is early this morning on nov 4 - I desposited 200 dollars which is a matter of near life and death and it said an hour at most and that was 8 hours ago they say they will Text when the transaction clears . No text . I called and they say that they will give me a call back and they havent called me also they have a chat service which is down the phone number associated with the transaction is ************ its for $210 - this is extremely important

    Business Response

    Date: 11/14/2022

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on November 4, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:11/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date of transaction 11/27/2022 sent 300 it should have cleared already but it hasn't never received a text about status. Coincloud said they can't help me . I used ATM in ******************* around 5pm I had used my friends phone number and the funds were for her

    Business Response

    Date: 11/14/2022

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on November 1, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:10/27/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Went to the *** today, still hasnt been processed. Other ***s that have the same function transactions are done within five minutes. I believe they are taking peoples money and waiting for dips in price before purchasing and saying that orders are backlogged. I checked bitcoin today and there are no backlogs. This seems like illegal and deceptive business practices.

    Business Response

    Date: 11/09/2022

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 27, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

  • Initial Complaint

    Date:10/13/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Hi I went to use the coin cloud ATM at the royal farms in Smithfield on church street I purchased 50 dollars worth at 6 pm an its 5 hours later I was worried because i bought bitcoin other places an it never takes this long I called an they say its coming but there is nothing on blockchain I feel like this is a scam an I want my bitcoin or my money back please help an make them do better please

    Business Response

    Date: 10/26/2022

    Cash Cloud Inc.dba Coin Cloud (Coin Cloud) is in receipt of BBB Case #********, received on October 13, 2022. Thank you for allowing us the opportunity to review and respond. The client was unsatisfied with the amount of time it took for a transaction to complete. At times, Coin Cloud experiences delays in transaction times due to unforeseen circumstances. All clients are required to accept Coin Clouds Terms of Service prior to completing any transaction. Section 6.3 of Coin Clouds Terms of Service states that bitcoin transactions are confirmed by the bitcoin network pursuant to the rules of the bitcoin protocol. Transactions may remain unconfirmed between ten minutes up to one day or more.

    While we regret the clients unsatisfactory experience utilizing a Coin Cloud kiosk, all transaction times vary for several reasons, one being heavy usage of our services that creates delays in transaction confirmations. The client's transaction was ultimately completed, and bitcoin was successfully sent to the wallet address provided.

    Customer Answer

    Date: 10/26/2022

     
    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,

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

Coin Cloud is NOT a BBB Accredited Business.

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