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:05/08/2024

  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 put my account in security hold. I've done everything and answered all the questions they asked. However, I still cannot withdraw my BTC. They don't answer or reply my emails that I sent more than 10times past few weeks. Something seems wrong here.

  Business Response

  Date: 05/23/2024

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

  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. 
  

  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:04/08/2024

  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 have been unable in the last month to withdraw my crypto coins from the Gemini platform to an external wallet. A security hold has been placed on my account. I have been a Gemini customer for a couple of years and never had a problem. I have always withdrawn my crypto to the same wallet with no issues. Gemini recently approved my wallet addresses as trusted addresses for more security. I recently purchased about $25000 of crypto without any issues. I contacted their customer support and was asked to provide some additional identification information which I did promptly. I then received 2 further emails stating they were working on my issue. For the last 2 weeks they have not replied to me. I believe they are stalling and dont want me to withdraw my crypto. After doing some quick research I discovered this has happened to a lot of Gemini customers recently. Gemini refuses to give a reason for the hold on the account. All I want is to withdraw my coins as per usual. The ticket number with customer support is *******.

  Business Response

  Date: 04/19/2024

  April 19, 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.
  

  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: 04/22/2024

  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:04/05/2024

  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.

  Hello BBB team.I'm a Gemini Earn customer.November 2022 they Frozen my ******* mouth ago they Frozen my account.I giving them everything they requested, selfies, drivers license holding my ticket number, answering questions about why I had crypto etc., NO RESPONSE! Help! My ticket number is ******* !Need help!I can't get money back because my account was Frozen.I think they don't want to return my money back.Please help me.Thank you *********************** If you need more information I'm ready to provide it

  Business Response

  Date: 04/17/2024

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

  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. 
  

  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: 04/17/2024

  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:04/03/2024

  Type:Product 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.

  The bottom line: I purchased crypto using the Gemini Exchange. On 3/8/24 I attempted to transfer my crypto to a private custody wallet. This was disallowed by Gemini and I got (over time) different error messages on why this was happening. I opened a ticket with Gemini on 3/9/24. Their response has been very slow and intermittent. I last heard from them on 3/18 ... they sent me an email message thanking me for info they'd requested (that I'd provided them with) and stating that they are working on my issue. Have not heard from them to date (3/31/24), despite having sent email messages requesting a status update on my ticket.

  Business Response

  Date: 04/17/2024

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

  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. 
  

  Please note that *** ******** account is currently under review. While we understand he may have questions about the reasons behind this, Gemini cannot disclose further details. The risk review process is confidential, and Gemini wont be able to provide more information. We will inform ****************** once this process is complete. During this review period, ****************** can still sell his funds for **** and withdraw to a linked bank account. The restriction applies only to crypto withdrawals from the exchange.
  

  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.

  Customer Answer

  Date: 04/19/2024

  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've uploaded a Word document with my rationale.  However, will also copy it below.  (The word doc is much easier to read.)

  First opened my Gemini problem ticket on 3/8/24.
  For several days after opening that ticket, I logged into Gemini and tried different approaches to transferring my crypto to my wallet. I received a variety of contradictory and confusing error messages from their system.
  Not having heard back from Gemini, on 3/12 and 3/13, I opened another ticket with them and also filed a "complaint" using Gemini's system.
  On 3/14, Gemini emailed me asking questions about what I was trying to do (and why) and answering none of my questions about the contradictory errors I'd gotten.  I answered their questions that same day.
  From  3/15 3/17,  Gemini sent me messages asking for identification data both for myself and for the wallet I was trying to use.  By the end of 3/17, I'd provided them that data and they verified that they'd received it.
  On 3/25, not having heard more from Gemini, I asked for a status update.
  On 3/27, still not having heard back from Gemini, I again asked for a status update.
  On 4/15, almost 6 weeks after I'd first opened this ticket with them, they emailed me a request for wallet information that I'd already provided them a month previous, on 3/17.
  On 4/16, I replied to their email informing them that the problem I'd reported was no longer relevant because I'd converted my crypto holdings into cash.  Two further notes:
  While I had been able to convert my crypto to cash (did so on 4/1), I'd only been able to withdraw a small portion of those funds to my bank account (Which I did on 4/2).  Gemini disallowed further withdrawals and in spite of a separate ticket I'd opened with them on 4/3, did not fix the problem until 4/17 (the same day they responded to BBB about my complainte).
  at no time did Gemini ever answer my questions about the confusing and contradictory processing errors I'd received while I was trying to perform various activities on their system.  
  
  
  

   

   

   

   

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

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

• Initial Complaint

  Date:04/01/2024

  Type:Order 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.

  Unable to transfer Bitcoin Hi - Ive had Gemini for about two months and today I tried transferring my crypto to a hardware wallet. It was the correct address, I verified my device (it somehow didnt recognize the same device id been using it with for 2 months) and then inputted the Authy code that was generated. It said your transfer requires additional review and cannot be completed at this time. I emailed customer service to ask why this was. Is that the only way to reach them?Then, I ignorantly clicked to add approved addresses only to see if that would fix the issue. And inputted the correct hardware wallet address. I had no idea of the hold time required. Then it said I wouldnt be able to withdraw crypto to this address FOR SEVEN DAYS! WTF! And clicking disable approved addresses only said the same thing - cant withdraw crypto for a seven day hold time! WTF is going on with this company? Non-existent customer service, not open on weekends, delayed replies, a customer service phone number that doesnt even work. What do I do? Please help. I just want my money.

  Business Response

  Date: 04/12/2024

  April 12, 2024
  

  *********************
  ************************************************************************************************ US
  

  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. 
  

  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.
  

  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:03/18/2024

  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 opened a credit card account with ******************** on November 14, 2022. I routinely charged between $3,000 and $9,000 monthly and never missed or shorted a payment. My credit rating has stayed between 750 and 810 during my time with a Gemini credit card. On March 6, 2024, I received an email stating my credit card account was closed and no reason would be provided. Ive worked for large companies and run a small business and cannot imagine handling customers in this manner. Even a blatant violation of rules, something that I did not do, should at least illicit a valid response as to why the account was being terminated. I called several times and spoke to customer service, the answer every time was that the matter has been escalated and to wait on an email that will list how to get my account reinstated. The only email that came thru stated Although we understand you have questions as to the reasons behind this decision, Gemini is unable to disclose any further details. Ive obviously started researching Gemini in greater depth since this occurred and it seems this is common practice. I would have never opened an account with them if I knew they routinely closed accounts without providing any reasons. Im really just looking for answers here.

  Business Response

  Date: 03/25/2024

  ***** *** ****
  
  *********************
  ***********************************
  ********** ** ****** ***
  
  *** *** ********* *** ********
  
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by **************. We appreciate this matter being brought to our attention, however, this complaint should be addressed to Gemini Constellation, the credit card entity, 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 Trust Company, LLC.
  

  Customer Answer

  Date: 04/01/2024

  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:03/15/2024

  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.

  On Febuary 24th around 5PM while I was out shopping I was either hacked or scammed by someone on my Gemini account charged my account 3 times for $100,$422 and $600 totaling $1,022 with international fees of $30.66 I did not know until the next morning I immediately called ******* while the fraudulent transaction was still pending and told them what happened they blocked the card and canceled it out

  Business Response

  Date: 04/03/2024

  ***** ** ****
  
  *********************
  ******************************************************************************************** **
  
  *** *** ********* *** ********
  
  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 verification photo from ****************. Once this information is provided Gemini can proceed with removing the restriction. However, it should be noted that the restriction placed on *** ******* account cannot be removed until the requested photo 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.
  

  Customer Answer

  Date: 05/23/2024

  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:

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

   

  Hello, 

   

  My name is ********************* and I have not received a resolution to this problem at all as mention in the complaint please reopen my case

   

   

   

   

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

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

• Initial Complaint

  Date:03/06/2024

  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 done everything that you are supposed to do to link my bank account to ******************** but it still has not happened. No one from customer service ever helps to solve any problem. All you get is the same message from Gemini every time you try to contact them about doing the same things that you have already done. Its very frustrating and stupid

  Business Response

  Date: 03/19/2024

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

  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 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.

• Initial Complaint

  Date:02/22/2024

  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 Feb 21st, 2024, I opened up the Gemini exchange and clicked the deposit button. Gemini has a long list of coins that they support, some of which have their own blockchain, and others that are just tokens on an existing blockchain. This specific incident is related to the token ***** which is native to the polygon network. Gemini supports this coin, but only as a token on the Ethereum network. Unlike other exchanges, who show deposit addresses for every chain they support, Gemini lazily only supports the Ethereum network, because it is how they can quickly get trading for this coin online and neglect to support the actual network in the long run. As a result, many users who have run to reddit to voice their concerns, have lost funds thinking that Gemini truly supports ***** on it's native network, when in fact it does not. Gemini will respond to your inquiry once you lost your funds letting you know this is burried in their documentation and that its on you for not reading through it thoroughly and instead trusting their deposit page. It's unbelievable though as they have the private keys to get these funds and send them back, and they are the only ones who will ever have it.In my transaction specifically, I lost around $1400 that was sent to their exchange and because they say they do not support this native network, they are unable to recover my funds. You can find many complaints on reddit about the same thing, showing that this is not just something that has happened to a few one off people, but it is affecting a larger number of customers than they're willing to admit.I've worked in the exchange business before, so I know this is a cheap shot way of them adding ***** to their portfolio of tokens they support for trading without taking responsibility of properly supporting another network. Polygon has been online for years now and there is no excuse as to why they do not support it yet. They just don't want to because its more work and more engineering.

  Business Response

  Date: 02/27/2024

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

  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.
  

  We have reviewed, and it appears that ******************** ***** tokens were transferred via the Polygon network, with which Gemini is not integrated. At this time, Gemini is unable to recover funds sent to the exchange via unsupported networks. Gemini supports the ****20 Polygon (*****) asset, but it does not support transfers via the Polygon/Matic network. To successfully deposit Polygon (*****) to a Gemini account, the assets must be on the Ethereum mainnet (****20 token). 
  

  We have informed **************** that we have documented his case, and we will be sure to contact him if Gemini integrates with this network and we are able to recover the tokens at some point in the future.
  

  Please see our Unsolicited Transfer and Return of Unsolicited Transfers sections in our User Agreement:
  ************************************************************************
  **********************************************************************************
  

  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:02/13/2024

  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.

  My account has been frozen for 5 months and have been trying to get it reopened. I have sent in required documents but still not able to get my account opened, now ********************** has closed my ticket. Since 1/7/24 I have sent numerous Emails but have not seen a response. No phone number to call them.

  Business Response

  Date: 02/26/2024

  ******** *** ****
  
  ***************************
  ***************
  ************* ** ***** **
  
  *** *** ********* *** ********
  
  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 confirmation of the Authy recovery process from ******************. Once their second factor authentication (Authy) is recovered, Gemini can proceed with removing the account restriction. However, it should be noted that the restriction placed on *** ******** account cannot be removed until the requested recovery process.
  
  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.