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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 545 total complaints in the last 3 years.
  • 214 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:10/28/2024

    Type:Product 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.
    I have been attempting to remove thousands of dollars of crypto from ************************. Despite being able to verify my email and enter multiple security codes sent to my phone, they will not remove a security hold from my account therefore essentially holding my funds hostage. I received one response from them asking me to send one photo with my ID, my face, and a hand written code on a piece of paper (attached in this complaint), so I complied and uploaded the photo to the link provided. After that, they have not responded to numerous emails and I have had zero communication from them. It seems that this issue has been widespread for at least a couple of years as documented on BBB and Trust Pilot as well as other sites. I demand that my funds be released to me and that I am able to move them off the Gemini platform to the crypto wallet of my choice. I have no trust in this organization and I will consider my funds stolen unless they are promptly returned.

    Customer Answer

    Date: 11/08/2024

    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:10/28/2024

    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 purchased crypto (XRP) from Gemini back on August *****, 2024. I have been attempting to access my crypto for a transfer to my personal wallet since that time to no avail. They claim there is a security hold on it, and they refuse to explain why. I have submitted numerous complaints with no response or action taken on their behalf and we are now well into the end of ********** last two Gemini complaint ticket numbers were ******* and *******. There is NO REASON for them to keep stalling unless there is something suspicious involved. Please assist in the release of my crypto. Thank you.

    Business Response

    Date: 11/08/2024

    ******** ** ****
    **** *******
    **************
    **********************
    Re: BBB Complaint ID: ********
    ************************************** or we) 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 has been resolved, and the restriction on **************** Gemini account has been removed. 
    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  *** ******** complaint in a manner consistent with our policies and procedures 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. We apologize for any inconvenience experienced by *** ******* as a result of this matter. 
    Best,
    Gemini Trust Company, LLC.

  • Initial Complaint

    Date:10/25/2024

    Type:Product Issues
    Status:
    Unresolved
    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 October 21st I received a notification of a security hold on my account. This security hold is not letting me full access to my funds that I have in Gemini. I have contacted customer support but replies are slow and I want to resolve this issue promptly. My ticket number is *******.

    Business Response

    Date: 11/07/2024



    ******** ** ****
    ****** ******** ********
    ***************************************************************
    Re: BBB Complaint ID: ********
    ************************************** or we) 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 Trust Company, LLC.





    Customer Answer

    Date: 11/11/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I have responded to every email from Gemini with every piece of information they have asked. It has now been 2 weeks that my account has been on hold and I barely receive any response from them. They have requested I uploaded the same proof of funds documentation twice! I have uploaded it twice now and still am waiting days for any sort of response!

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    At the beginning of this month, I bought $11,800 worth of *** (a cryptocurrency) on the Gemini crypto exchange. When I attempted to withdraw on 10/11/24, I got a notification of a security hold on my account. I emailed them and they requested I send them a selfie with my ID, which I did. They acknowledged it but there has been no update for days now. This is causing me a lot of undue distress as I was one of the victims of the Bitforex crypto exchange shutting down earlier this year with all of my cryptos locked up on it. Now again with Gemini. How are these platforms allowed to hold users' funds hostage? I request that they lift the security hold on my account immediately so that I can withdraw the *** that I bought with my hard-earned money.

    Business Response

    Date: 11/04/2024


    ******** ** ****
    ******* **
    ********************************************************************************
    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** *** We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID #********
    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 Trust Company, LLC.



    Customer Answer

    Date: 11/10/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    It's been a month since Gemini implemented the security hold. I've provided everything they requested but they still tell me my account is under review.  Their "as quickly as possible" is not fast enough. 

     

    Sincerely,

    ******* **




     

  • Initial Complaint

    Date:10/17/2024

    Type:Order 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 have been trying to withdraw my funfds from gemini for around 2 months. They asked me to send an id for further verification and i did 2 months ago. They have not responded to any of my tickets and my funds are stuck on the exchange.

    Business Response

    Date: 10/30/2024

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

    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and for the opportunity to respond. 
    Please note that Gemini uses a customer's unique email address to identify your accounts. Upon review, we found that Gemini does not have an account associated with  *** ******* email address ********************** or phone number ************** as provided in the complaint. Is it possible for *** ****** to provide the email address associated with his Gemini account? 
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. 
    Best, 
    Gemini Trust Company, LLC.

  • Initial Complaint

    Date:10/16/2024

    Type:Product 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.
    They have been holding my money hostage! Ive tried to withdraw funds via *** numerous times and it keeps failing! I've tried to withdraw via crypto transfer and they put a security hold on my account ! I emailed them for help releasing the hold and they have not been responsive. They told me to try indicating a withdrawal and the security recertification should trigger, but it doesnt ! I emailed them pictures of my ID and a selfie with my ID but they literally ignored it. I cant ACH my money out and I cannot transfer crypto out. What the h*** am i supposed to do??? Ticket ID ******* PLEASE LET ME TAKE MY MONEY

    Business Response

    Date: 10/29/2024

    ******* *** ****
    ******** *****
    ********************
    ******************
    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID ********
    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 Trust Company, LLC.


  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 created an account to purchase crypto for my personal use with Gemini. I started buying *** through them on October 1. I have been trying to transfer the crypto to my hardware wallet for over a week now, but I am denied access with a notification stating "security hold". I have tried contacting customer support to lift the hold. The first time I was told the order had to be processed 5-7 days, so I waited. It has been well over a week but I am still unable to transfer 1 token out of ***** to my wallet. I sent an email with proper identification verification, but I have yet to hear from them. I have been looking up online and noticed that this has been a common occurrence. I was told to contact BBB for best resolution as some people went months without a solution. I am worried that I have been scammed. All I want is to have my account security hold removed so I can transfer all of my tokens to my hardware wallet If this company doesn't want to comply then I will want to be compensated. I have tried contacting them but their customer support isn't very helpful and they ignore my requests for help.

    Business Response

    Date: 10/23/2024

    ******* *** ****
    ***** *****
    *************************************************************************
    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID ********
    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 Trust Company, LLC.

    Customer Answer

    Date: 10/30/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     I have not received a response to resolve my problem and they are ignoring my emails to customer support. Could I please get this resolved

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***** *****




     

  • Initial Complaint

    Date:09/30/2024

    Type:Product 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.
    On August 19th, I received a notice that there is a security hold on my account. I am unable to move my crypto as I would like to. I would like to resolve this quickly with the support of Gemini. They're holding approximately $23,000 in funds. I have given them all the photos and info they need to verify my identity. I have also followed up with several emails and even opened a separate ticket to get help. Now they are not even replying to any emails. Please help. Thank you,**** *********

    Customer Answer

    Date: 10/02/2024

    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:09/13/2024

    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.
    Gemini put hold on my crypto and I want it removed asap

    Business Response

    Date: 09/26/2024


    ********** ** ****
    **************
    ***********************************************************
    ****************
    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID #*******.
    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 Trust Company, LLC.



  • Initial Complaint

    Date:09/13/2024

    Type:Billing 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 have a crypto account with ********************. They have frozen my account so I cannot trade or access the cash in my account. I have given them all documentation they have asked for and still refuse to unfreeze my account. A few weeks ago I wanted to deposit $5,000 in my account to trade with.Their site recommended using Plaid to transfer money from my checking account to ********************. I did this and tried to deposit $5,000 into my Gemini account. Three attempts and all three the prompt said not successful. I stopped trying and the next day ***** Fargo tells me my checking account was in a negative balance. Plaid had three pending $5,000 amounts on my checking account.I disputed two of the $5,000 amounts and got those returned to my checking account.Then ******************** froze my account and after doing so took $100 out of my checking account that I did not request. I have sent Gemini all documentation they have requested with no success or when my account will be unfrozen as well as an explanation of why they froze my account with no response except customer support is working on it. This has been going on for weeks. Not right!

    Business Response

    Date: 09/26/2024


    ********* *** ****
    ****** **********
    **********************
    ***********************
    Re: BBB Complaint ID: ********
    ************************************** or we) has reviewed the complaint filed by *** *********** We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. Our team is investigating and any updates will be communicated through your Ticket ID *******.
    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 Trust Company, LLC.

Gemini Trust Company, LLC is NOT a BBB Accredited Business.

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