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:07/02/2025

  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 have been locked out of my Gemini Credit Card account due a "passkey" issue. After weeks of this issue many users are reporting that the issue is on Gemini's end. I have reached out to their customer service through several emails and different tickets, have called, and have even reached out on social media. I have now been locked out of my account for nearly 3 weeks. I have no way to pay my credit card bill. I have no way to even see my statement. Several users are reporting having missed credit card payments because of being unrightly "locked out" accompanied by unresponsive customer service. I do not think it is fair for them to lock users out of their accounts due to an issue on their end, causing them to miss credit card payments and then charge them interest due to a late payment that they had no way of making.

  Business Response

  Date: 07/02/2025

  **** ** ****
  ****** *********
  *************************************
  **********************
  *************
  Re: BBB Complaint ID: ********
  ****************************************** or we) has reviewed the complaint filed by *** ********** Gemini Trust Company is the administrator and servicer of the Gemini crypto exchange platform. We appreciate this matter being brought to our attention, however, this complaint should be addressed to Gemini Constellation, the credit card entity that is the administrator and servicer of the Gemini Credit Card issued by WebBank, not Gemini Trust Company, the crypto exchange entity. As we are two separate business entities Gemini Trust Company is unable to respond to this complaint. Please redirect your complaint to Gemini Constellation.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  We apologize for any inconvenience experienced by *** ********* as a result of this matter.  
  Best,
  Gemini
  
  

• Initial Complaint

  Date:06/13/2025

  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.

  They took my money for an analyst, for over 10% of my earnings *****, and another and to pay the taxes of *****.,on the amount I earned from the analyst was ******.Then when I tried to withdraw my money from my account. They said I made a mistake and then they froze my account. They wanted me to pay $3,000. More to unfreeze my account. So I came up with the money and a second time they froze my account saying the same thing I didn't follow instructions. If it pay another $3,000. To verify deposit. Then they would release my money with out there instructions, there instructions were to withdraw ******, *****, then the rest of the funds. But my mistake was it was supposed to be ****** test with draw,****** test ***** test then the rest. I want my account unfreeze. They lied, and could be scammers. I have sold my vehicle to come up with there verify deposit. Sent them a picture of me holding my drivers license. I complied with them.

  Business Response

  Date: 06/16/2025

  **** *** ****
  ***** ***
  ***************************************
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** **** We appreciate this matter being brought to our attention and the opportunity to respond. 
  Gemini did not find any account with the email *********************************.
  
  Gemini is also in no way affiliated with the mentioned platform GeminiPro or any other illicit entities named in *** Days complaint. Please note that Geminis domain is *******************************************************.
  Legally, we are not able to provide any advice on this issue, however, we urge *** Day to do due diligence whenever she is approached by a third-party regarding a transfer of her crypto. We are not liable for transactions outside of Gemini's wallet.
  For information on determining the legitimacy of an online service we recommend taking a look at our blog post here : *************************************************************************************.
  If you are interested in pursuing further action, we recommend that you contact local law enforcement who will put you in touch with the necessary legal bodies. We also recommend filing a complaint with the **** ********************* at Internet Crime Complaint Center(IC3) | Home Page : ********************************.
  
  Best,
  Gemini
  
  

• Initial Complaint

  Date:06/11/2025

  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.

  Opened an account on **********************, uploaded my driver license and purchased various crypto on March 19, 2025. I am still waiting for my ID to be approved. Almost 90 days have passed. I cannot do anything with the account until ID is approved. I have reached out at least 20+ times (submitting a ticket on their support site) I've received 2 emails, one asking me to upload my driver license, which CANNOT be done - it does not give me that option (as I told them) because it says "We're verifying your image ID Verifying your identity may take a few minutes. Once your ID is verified, we'll notify you, and your account will have withdrawals enabled along with increased deposit limits". The 2nd email response they asked me if I tried logging in from another device. I am requesting a refund. I need my ID approved so I can withdraw my funds and close the account. Its been nearly 3 months waiting for support and my ID to be approved. What said could take minutes has been nearly 90 days.

  Business Response

  Date: 06/12/2025

  **** *** ****
  ****** *******
  ****************************************************************************
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ******** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ******** Gemini account has been verified and *** ******* now has full trading and transfer capabilities.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******* as a result of this matter.  
  Best,
  Gemini
  
  

  Customer Answer

  Date: 06/12/2025

  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 and the matter has been resolved.
  
  Thank you!
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/08/2025

  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 just I tried to withdraw on my Gemini account and its not working Ive been using this app for a while now and it never gave me any issue and I only withdraw to my eth personal wallet address on ***** which I use for personal transactions only , I have no other money than this I need my account back working and my withdrawal so I can send to my ***** account , I never did anything wrong I spoke to my bank and the money is already cleared and went through so kindly reach out to them put my withdrawal function back the way it was ,,, it says security hold Ive texted them and they asked for some verification of myself and my ID which I wasnt secure to do that first but in other to get my money I had to do it , now its been over 24 hours and I havent even received a single email from them , please kindly help me this issue I've always withdrawn to the same ETH address, [*******************************************

  Business Response

  Date: 06/11/2025

  **** *** ****
  ***** *******
  **********************************************************************
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ******** We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter is pending response from *** ******** Once *** ******* responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******* as a result of this matter.  
  Best,
  Gemini
  
  

• Initial Complaint

  Date:06/08/2025

  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 cant take my money out I dont know wards going in they made me do a id verification and I did that and my account is locked for nothing they wont email me back this is crazy

  Business Response

  Date: 06/11/2025

  **** *** ****
  ***** ***********
  ** ***** **
  ******* ** *****
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ************ We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter is pending response from *** ************ Once *** *********** responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** *********** as a result of this matter.  
  Best,
  Gemini
  
  

• Initial Complaint

  Date:06/07/2025

  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 have approximately $50,000 in my Gemini account and I'm trying to withdraw it to my bank for over a week, and I'm not able to. I've sent them numerous emails regarding this matter and have received no response whatsoever!Please advise how to proceed, should I contact the attorney general or law enforcement officials or any take other actions you recommend. Thank you so much!

  Business Response

  Date: 06/11/2025

  
  **** *** ****
  ******* ******
  *******************
  ******************
  *************
  *** *** ********* *** ********
  ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ****** can now withdraw his funds.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  We believe that we handled *** ****** 's complaint in a manner consistent with our policies and procedures, as well as the Gemini user agreement and our obligations to our customers. Our organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. 
  Best,
  Gemini
  
  

• Initial Complaint

  Date:06/01/2025

  Type:Billing 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.

  I am a Gemini customer experiencing a serious issue regarding account restrictions and missing funds. Despite multiple attempts to resolve this through Geminis internal support system, I have received no meaningful assistance or updates.On May 27, 2025, a $500 deposit was returned to my bank account after I mistakenly used the wrong (savings) account. I corrected this by reconnecting my proper checking account via Plaid, which is now verified and active. However, my account remains restricted from purchasing or transferring crypto, and I still have not seen the $500 deposit returned to my ******* resolve the prior negative balance caused by returned deposits, I sold approximately $1,000 worth of various crypto assets (including BTC, XRP, ***, ****, and others) on May 29. These actions brought my balance to a positive amount, as confirmed within the appmy USD wallet currently shows $19.50, and I also hold funds in Tether and other crypto.Despite these corrections and a detailed support ticket I submitted (with full documentation), I have received no response from Gemini. It has now been several days, and I remain completely locked out of core platform functions. Additionally, I posted about this publicly on social media (X) where other users reported experiencing similar unresolved account freezes from ************************* situation has created financial and emotional distress, especially as I rely on access to these funds. I am requesting immediate assistance from Gemini to:1. Explain the status of my account and remove any restrictions,2. Confirm and process the return of the $500 deposit, and 3. Ensure I can buy, sell, and transfer funds moving forward without interruption.Gemini has failed to provide timely or transparent support through their internal process, so I am requesting BBB assistance in resolving this matter as soon as possible.

  Business Response

  Date: 06/03/2025

  **** ** ****
  **** ****
  ************************
  ******************
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ***** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ***** Gemini account is now fully operational.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** **** as a result of this matter.  
  Best,
  Gemini
  
  

  Customer Answer

  Date: 06/11/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ****
  
  
  
   
  
  

• Initial Complaint

  Date:05/30/2025

  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 attempting to use this service on May 28th, 2025. The business is one of the few that is legal in ******** and seemed reputable so I signed up for an account without an issue. They allow you to give them money without any sort of validation process, which happened to me where I deposited $100 to test it out. When attempting to validate my account, I went on a 2-3 spree of trying to submit my ID pictures which were bounced back as "image blurry" or "unable to submit".When reached out by the service's "support" email, asking for more documentation, which I didn't mind. They stated they can only accept "A full scan of a utility bill, such as a water bill, electricity bill, or cable bill. ****** mortgage documentation or ****** tax documentation from the most recent tax year"When submitting and trying to valid my account , they continously keep responding with what seems like an automated response saying my signed tax document isn't from the **** It has been 2 days of trying to validate and they've been denying my valid documentation.The customer support is just an email where it's all generic automated responses and no real support. The business has no way to be reached for real help. They won't even let you withdraw your money without validating it, so essentially my money is held hostage even though they were so easy going about giving them money. The business has not been able to make ammends, let alone help me validate so I can take my money out. The service is supposed to be a crypto wallet, but it's been super difficult to use them. At this point my money is locked in their hands and they won't help me get it back from them or let alone use their service like they advertised.

  Business Response

  Date: 06/03/2025

  **** ** ****
  ***** ***
  ******************************************************************
  *************
  *** *** ********* *** ********
  ******************** has reviewed the complaint filed by *** **** We appreciate this matter being brought to our attention and the opportunity to respond. 
  Please note this matter is pending documentation from *** **** Once *** *** responds to Geminis inquiry with the requested documentation through Ticket ID #******* or the most recent open ticket, we will be able to conclude our review.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** *** as a result of this matter.  
  Best,
  Gemini
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  Dear Better Business Bureau,This correspondence concerns a significant issue I am experiencing with Gemini *** regarding the unwarranted withholding of funds from my account. Despite numerous attempts to resolve this matter amicably with Gemini *** since May 1st, I have yet to receive a satisfactory resolution. I have attached relevant documentation outlining the timeline of events and the attempts I have made to contact them.I would appreciate your intervention in this matter to facilitate the return of my funds. I am available to provide any further information or clarification you may require.Sincerely,******** ********

  Customer Answer

  Date: 06/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Billing 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.

  I currently have an trading account with ********************. I have attempted to contact them by email numerous times the last 10 days. They send a response that they will follow up but they do not.I wish to exchange the crypto assets in the account into US dollars so I can do an ACH deposit to my bank and close the Gemini account. When I attempt to do this is says my account is restricted from trading and will not let me access my money. There is no reason that this should be happening. I have made multiple attempts to contact them to rectify this problem with no follow up from Gemini. Please help.

  Business Response

  Date: 05/29/2025

  *** *** ****
  **** ***********
  ** *****
  *************
  Re: BBB Complaint ID: ********
  ******************** has reviewed the complaint filed by *** ************ We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** *********** has withdrawn his funds.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** *********** as a result of this matter.  
  Best,
  Gemini
  
  

  Customer Answer

  Date: 06/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ***********