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:08/23/2024

  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 got scammed and contacted Gemini for help. They froze my account since Sunday, Aug 18th, 2024, refusing to respond to me to provide any updates and why its frozen. They will not let me have access to my 4k in cash I still have in my account. I just want to transfer my money out and no longer deal with Gemini.These people scare me. Im an old lady trying to learn crypto and so stress out right now and would appreciate any help.They will not respond to me and release my 4k that I have deposited.Ticket number: *******

  Business Response

  Date: 09/05/2024

  
  
  ********* ** ****
  ***** ********
  ********************************************************************
  *** *** ********* *** ********
  ************************************** 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.
  
  
  
  
  
  

  Customer Answer

  Date: 09/20/2024

  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: Not so nice they have contacted me directly to apologize for holding my money but apologized to BBB

   

   

   

   

   

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

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

• Initial Complaint

  Date:08/20/2024

  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.

  On August 16th, 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.

  Business Response

  Date: 09/03/2024

  
  
  ********* ** ****
  *****************
  ***************************
  ***************** **
  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 ************** account has been lifted.
  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:08/19/2024

  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.

  Gemini Trust Company, LLC placed a security hold on my account and after 2 straight weeks of contacting them back and forth through emails and provided them everything they requested for including selfies, driver license holding my ticket number and getting the same responses! (Just confirming that your message has been received and will be handled as soon as possible. Once we have an update, we'll be sure to get back to you promptly. Thank you for your patience! Onward and Upward, Gemini Customer Support) Please help! My original Ticket ID: ******* (Ive no more patience left so Ive submitted another requested with another Ticket ID: ******************* Please help! I have cryptos that need to moved! I have been a customer with them for over 7 years and this hold has been placed on my account without any explanation. This is an invasion of my privacy and at this point I just want them to remove the security freeze so that I may withdraw my crypto and close the account. I have already lost funds due to the freeze that was placed on my account.

  Business Response

  Date: 08/28/2024

  
  
  ****** *** ****
  *****************************
  *********************************************************************************
  *** *** ********* *** ********
  ************************************** 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:08/19/2024

  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.

  3/18/2024 and 3/20/2024 My husband deposited $1000 on each of these dates and Gemini had both transactions as complete. I realized that it was a crypto scam and disputed the transactions but my husband thought that Gemini was legitimate and withdrew the dispute. Gemini said that as a result of dispute it had initiated both $1000 transactions back to our bank account which we never received. They have no transaction details to show us that they refunded the money to us and our bank made their due diligence and told us that no money was transferred back to our account by ********************************************* put our account in freeze with a negative balance of -$2000. They keep sending emails to my husband to pay $2000. My husband has already paid $1050 more and they are pressing him to pay remaining $950. My question is when we never received the $2000 back into our bank account why did our ******************** account went into negative -$2000 balance in the first place? If Gemini says that they refunded us $2000 and sent it to our bank account but it never came to our account why cant ******************** investigate and find out where did the transacted money go?It seems like a scam and fearmongering. They are pressing us into paying money which we had already paid. We need help.We have tried to reach out to Gemini but there is no straightforward way to contact them and with rare email communication we were able to have with them, they have not been forthcoming with any information we have asked from them.If Gemini doesnt return our money back we are going to engage a lawyer, file with SEC and do whatever we can to make sure that more customers are not duped into their scam schemes.

  Business Response

  Date: 08/28/2024

  ****** *** ****
  *****************
  ** *****
  *************
  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. 
  Gemini does not have an account for **************** or the email address listed in the complaint. If the BBB has other information related to this complaint please resubmit the complaint.
  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:08/08/2024

  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 deposited into my Gemini account and waited till I received an email from them that it was available and the hold has expired.I tried to withdraw btc out from my account to my external wallet but they wont allow me, I reached out to their support team and I was asked to send my ID face and the date, which I did .And I did not get any response from them and I still can not withdraw my coin.

  Business Response

  Date: 08/16/2024

  ****** *** ****
  *******************
  ************************************************************
  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 *************** account has been verified.
  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:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Gemini placed a random security hold on my account and made endless strange requests over multiple emails when I asked them to lift it. The odd nature of the questions made me raise my eyebrows; nonetheless I tried to answer. Right before this, there was a security breach at Gemini and they said I needed to close my bank account completely for my safety. Soon after, I am now dealing with this bizarre security hold that essentially freezes my funds. It has made me feel a bit ill at ease with the company overall. It is disheartening and frustrating. I would appreciate this being resolved soon. Thank you.

  Business Response

  Date: 08/14/2024

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

  Re: BBB Complaint ID: ********
  

  Gemini Trust Company, LLC (Gemini 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. Due to a recent account review, ******************** has determined that ************ account must be closed. Unfortunately, we are unable to elaborate on the specifics of this decision at this time. However, we have provided ********** with the necessary steps to withdraw her 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 ************ 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.

  Customer Answer

  Date: 08/14/2024

  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]

   It is a fact that my account has been closed. This does not mean the issue has been resolved. It simply means that they have unilaterally decreed in a cut-and-paste email, that my account must suddenly be closed, even though there is no justification for this. Now instead of just locking my funds so I cannot access them, they are now forcing me to transfer everything into **** and withdraw it that way. This requires me to give them my bank information, which is exactly what I must avoid. After their recent security breach, Gemini told me to close my bank account for safety and I did. It would be foolish of me to expose myself to such a risk a second time. Communication is unclear and often irrelevant because it's cut-and-paste responses that don't address my questions. Shame on Gemini, and customers beware. This is not the wonderful company it was 3 years ago. 

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair 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 purchased $2000 in cryto currency with Gemini approximately 6 weeks ago I have been trying to access my account without success. I tried everything for weeks now without success. i am unable to show prove because I am locked out of my account.

  Customer Answer

  Date: 07/18/2024

  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:06/27/2024

  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 filed out a complaint with Gemini because I was hacked. All of my cryptos were stolen around 10:58 am 06/26/2024. I had 8 different cryptos. I received an email saying that Gemini was hacked. I ****** Gemini customer service number and I called this number. *************. They told me that Gemini owed me for my last two transactions that they needed to make sure everything was working properly and they needed to access my account through this app called TeamViewer quicksupport. I downloaded the app and then had access to my account when I logged in. They said they going to add more crypto for the last two transactions that I made when I bought Cypto on Gemini. Then after that, they said to give it 10 minutes and the crypto they owed me would be on my account. When I checked my account all of my cryptos were gone. they withdrew all of my cryptos to another account number that I gave to ******************** when I received the email from the hackers. I sent a photo of me and my ID and plus whatever Gemini to prove to them my account was hacked. So now my Gemini account is frozen and I don't have a clue what's going on. The last email I got from Gemini asking for the number that I called and the app I downloaded. Then I didn't hear anything after that.

  Business Response

  Date: 07/05/2024

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

  Re: BBB Complaint ID: ********
  

  Gemini Trust Company, LLC (Gemini 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 *** ******** account has been lifted.
  

  The restriction on *** ******** account has been lifted after he confirmed that he had taken the necessary steps to secure it. Please note that we froze *** ******** account when he contacted us to report a compromised account. At the time of the freeze, a cryptocurrency withdrawal had already been initiated from his Gemini account to an external wallet/exchange. We kindly request that ****************** review his account's transaction history for a better understanding of the transactions in his account.
  

  We understand that ****************** claims this was an unauthorized withdrawal and that his account has been potentially compromised. While we empathize with his situation, we regret to inform him that we are unable to reverse the transaction(s). Once digital assets leave an account, they cannot be recovered. The reason behind this is due to a concept known as transaction finality. Transaction finality is a function of decentralized blockchains. It means that once the transaction has been broadcast to the network and confirmed on the blockchain, the transaction is irreversible. Transaction finality is one of the attributes of digital asset transactions. It is common among all crypto exchanges, including Gemini.
  

  We strongly urge ****************** to exercise caution when approached by third parties regarding the transfer of his crypto, granting remote access to his devices, or sharing login credentials and two-factor authentication codes. A Gemini representative will never request such information.
  

  If ****************** is interested in pursuing further action, we recommend that he contact local law enforcement who will put him in touch with the necessary legal bodies. We also recommend filing a complaint with the ************************** at **************************************;
  

  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.

  Customer Answer

  Date: 07/12/2024

  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:

  First of all the hacker already had access to my account because they already knew how much I had in crypto. Second of all,  the hacker withdrew my cryptos they did not transfer it so Gemini needs to stop lying. Gemini knows how stole and took my cryptos without my consent. Now I. Starting to believe Gemini is behind this because the unfrozen my account after when the hackers took down the fake website. The hacker email came from Gemini itself. Gemini is protecting the hacker. I have proof that my cryptos was withdrew without my consent and Gemini allowed it to happen. According to their website when things happens like this Gemini supposed to back their customers up and protect them. And if you read the other reviews on BBB it would prove that this happen to other customers as well. 

   "Gemini maintains insurance coverage against certain types of losses for the crypto that we hold on your behalf in our online hot wallet subject to limitations". Meaning they should replace my cryptos or funds that it was worth around the time my cryptos was stolen from me.  Once again, Gemini let the hacker withdrew all my cryptos to another account that wasn't on my file. Meaning it shouldn't been possible unless the hacker had access to Gemini itself which the hack did had access. Gemini don't want to take responsibility for letting this happen when the email came from Gemini that I called saying Gemini was hacked. I sent proof of the email. I reporting Gemini into the *** and the PA office of attorney General for lying about this hack that happen on my account and ******************** is protecting the hacker. 

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/17/2024

  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.

  Gemini Crypto is holding my money and wont release it. I have complied with their requests and they tell me that they dont take my financial institution and are implying that I have to open another bank account and wait 90 days and send them the bank information to get my money. I have been going back and forth with them for a couple of months.

  Business Response

  Date: 06/30/2024

  **** *** ****
  
  *********************
  * ************
  ****
  ********************* **
  
  *** *** ********* *** ********
  
  Gemini Trust Company, LLC (Gemini 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. 
  
  Gemini is still pending receipt of the bank statement and routing numbers from **************. Once this information is provided Gemini can proceed with adding the bank account and assist with the fund withdrawal. However, it should be noted that the restriction placed on **************** account cannot be removed until the requested information is provided.
  
  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 Trust Company, LLC.
  

• Initial Complaint

  Date:05/16/2024

  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 funds with Gemini. They have recently stated that there is a fraud alert on the account and froze the account. I have stated there is no fraud, and now want to withdraw my funds. They have refused to communciate with me and have refused to refund my funds. I am at a loss as it has been over two months and they have stopped communicating and have locked me out of my account. I would like my funds to be returned to me. I am at a loss on what else to do.

  Business Response

  Date: 05/28/2024

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

  Re: BBB Complaint ID: ********
  

  Gemini Trust Company, LLC (Gemini 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 funds have been returned to *** ******** account.
  

  ******************** 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.