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:02/06/2024

  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.

  This is a case where the business(GEMINI) has offered a service which they are NOT providing due to "security" concerns they have, however this hold is tied in with the fact that a specific ETF is expected to make a lot of people money and the market in which my funds will be going will allow me to thrive and this business is trying to prevent that. They may attempt to use that previous statement to prolong this issue so please remain diligent as they are not taking me seriously. I have satisfied ALL of their requests (including disclosing personal/financial proof) which is absolutely none of their business. They are acting in a fashion similar to banks as their method involves the use of their customers money to make themselves and their shareholders money while consumers receive next to nothing .01%-.05% at best. Once I move my funds out of their ****** they wont be able to "play" with my resources anymore thus negating their "success".This issue has been going on for 50+ days with NO EXPLANATION of WHY they have impeded my progress sans mentioning "security". My question is how are they allowed to hold and utilize my funds? How am I supposed to "Trust" what they are saying but they cannot "Trust" the information I have provided at their request and in fact I provide that information immediately? Yet my schedule is 50+ days behind and I am losing money by the second. They are playing God and that is not how business is supposed to be conducted because when someone pays for a service/goods they should receive that service/goods; however in my case they don't care to handle themselves in such a way.I kindly ask that you relay urgency to this company and ensure they do what they advertised as they have caused me to lose time which is the most precious resource the world will ever have and money. I simply want to move my resources to my wallet.Thank you in advance for your help in ensuring they hold up their end of the bargain as I have PAID MY DUES, LITERALLY!

  Business Response

  Date: 02/14/2024

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

  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 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:01/29/2024

  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.

  Clarification: I am not a Gemini Earn customer. Just a regular ******************** user.I suspect that ******************** has flagged my account as a non-priority and are committed to not resolving my issue. I believe this because, even though I was born in the ***, remain a citizen of *******, and still live in *******, I often travel to my girlfriend's country for extended periods of time to visit her and help her renovate her apartment. My girlfriend's country is outside of Gemini's area of operation and I didn't know this. One day when I was visiting my girlfriend I logged in to my account to check my less than $5k portfolio. When I did this my account was frozen.No big deal right? I can just resolve the issue with Gemini support and not repeat the mistake right?Wrong. Even though I have cintunually provided all the documents they have asked for and returned to the US they have still kept my account frozen for over 1.5 years. It's insane. They tell me they can only unfreeze my account when I return to an area of operation or the US, but when I've done both of these things, they ignore my emails for months and then when I go back to visit my girlfriend it's too late. Now they just don't even respond to me ever. I've sent 20+ emails and they just ignore everything. I have every right to access my account while in their areas of operation and they should not be holding my account and funds hostage yet here we are.I understand less than $5k is not a lot of money for some people (especially the Winklevoss Twins who can just commit billion dollar fraud like its nothing), but that money is mine and if Gemini is going to hold it hostage than I expect nothing less than a full refund. I have filed a report with the **** asking for just this and I expect Gemini to either resolve my issue or fully refund the bank account from which my original deposits came from.

  Business Response

  Date: 02/08/2024

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

  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. 
  

  This matter is pending *** ***** confirmation of his return to the **. Please note that we have placed a restriction on *** ***** account due to login activity from *******, which is outside of Geminis operational areas. Since Gemini does not operate in *******, his account will remain restricted during his trip. ************ will need to reach out to us upon his return to the US so that we may review and restore his account. Once ************ is back in the US or a country within Geminis operational areas, Gemini can lift the freeze from his account. However, it should be noted that the restriction placed on *** ***** account cannot be lifted until he is back in the US or a country within Geminis operational areas.
  

  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:01/17/2024

  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.

  On January 2nd 2024 I was asked by Gemini support to explain why I "have developed a pattern of deposits and withdrawals with relatively little trading." I explained to them that I was not wealthy or young but did religiously spend of portion of my bi-weekly pay to purchase crypto as an investment from their exchange. I further informed them that my phone had been SIM card hacked in September with thieves attempting to steal my crypto, thus making me not feel safe in leaving money or crypto on any exchange. Gemini responded to me by saying they were closing my account. I was not allowed to transfer the ***** dollars of crypto I did have with them. Instead, they told me that it must be sold (even if that meant taking a loss) and that I must send the cash to my back within 5 days. I understand that I am not the high-rolling day trader gambler type that they would prefer, but what is wrong with making commissions off my purchases every 2 weeks? I had even referred friends to their exchange as I had really liked Gemini's interface compared to others. I feel hurt that Gemini did not value me as a loyal customer (as I feel I was), and am hoping that their decision to terminate my account was in error.

  Business Response

  Date: 01/25/2024

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

  Customer Answer

  Date: 01/26/2024

  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:

  Gemini Closed my account and would not let me transfer my crypto holding off the exchange. Instead, they forced me to sell it so that they could make a commission on the sale and only then could I withdraw my cash to my bank account. They should not have charged and collected any fee for selling crypto that they were forcing me to sell. 

   

   

   

   

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

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

• Initial Complaint

  Date:01/16/2024

  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.

  Ticket ID: ******* Ticket ID: ******* Ticket ID: ******* On November 10th I tried to deposit $6K into my account. It accidentally did this twice. I then found out that the crypto I wanted to purchase wasn't offered by Gemini, and I couldn't find way to cancel on exchange so I cancelled through bank. Gemini then froze my account on Nov. 18th. I went through KYC process and was able to reaccess my account on November 29th. On December 15th my account was frozen again. I haven't received any reason for this second freezing. **************** completely stopped answering my emails on December 22nd when I submitted KYC for the second time. On January 12th I did finally receive a template response saying they're still looking into it, and no response since. I tried tweeting at them 10+ times and no interaction from them there. At this point I just want to move my ~$12K worth of crypto since I no longer trust them. Please help!

  Business Response

  Date: 01/25/2024

  ******* *** ****
  
  *********************************************************
  ***************************************************************
  
  *** *** ********* *** ********
  
  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 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: 01/26/2024

  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:12/27/2023

  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 bought bitcoin on this platform and have been trying to transfer it to my coinbase bitcoin address for a few days now. Every time I try, an error pops up and says it has to be reviewed by the risk team. My deposit transactions have cleared and I want my bitcoin transferred to my coinbase wallet immediately. I have already spoken to an attorney this morning and will be continuing in that direction if my bitcoin is not transferred. I should have done my research first because everyone says how they were scammed by Gemini. I will not be scammed: I will file legal action by Friday if this isnt resolved! I am a disabled veteran and I am being taken advantage of!

  Business Response

  Date: 01/09/2024

  ******* ** ****
  
  *******************
  ***** **************
  *********** ** ***** **
  
  *** *** ********* *** ********
  
  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 explanation for the returned ACH deposits 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 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:12/26/2023

  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.

  December 5th 2023 I paid $20,000 into Gemini crypto exchange through Ach transfers which I received a mail that it has been cleared for withdrawal each time I buy bitcoin and I tried to withdraw it to my other wallet it shows an error message sorry bitcoin cant be withdrawn security on hold ..have contacted Gemini support for weeks to remove the hold on my account to withdraw my money at first they asked me to upload additional information which I uploaded after the asked to answer some 8 questions about the wallet and sending to and I answered it all still waiting for a response from them ..this is unprofessional I need my money refunded to my account or they lift the hold on my account this process is getting unbearable for me

  Business Response

  Date: 01/08/2024

  ******* ** ****
  
  **************
  ***************************
  ******* ** *****
  
  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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  
  Gemini is not able to locate ****************** account using the full name, phone number, and email address provided. In order to proceed, we request for *** ****** to reach out to Gemini using this link: *********************************************************************;
  
  *** ****** should be sure to indicate the correct email address and phone number linked to their Gemini account. 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:12/26/2023

  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.

  In Nov 2023, i emailed Gemini support team multiple times as i was unable to withdraw funds and crypto out of my account as my account was restricted from withdrawals, i deposited funds as well as most of my crypto over to Gemini over the course of several years. i got 1 response back from Gemini asking me to upload and verify some information, even though Gemini had no problems with me depositing funds and crypto, but had restricted from withdrawals. It is now 12/24/23 and i have yet to receive an amicable resolution for this withdrawal issue. This is unacceptable and as my account is still restricted from making any types of withdrawals. Gemini support team has yet to answer my emails after i sent and verified everything that was asked to the only email i have received from them.

  Business Response

  Date: 01/02/2024

  ******* ** ****
  
  ***********************************
  ******************************************************************************************
  
  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:12/22/2023

  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.

  Ticket Number: ******* Gemini holding my money against my wish

  Business Response

  Date: 01/05/2024

  ******* ** ****
  
  *********************
  ************************************************ **
  
  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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  
  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:12/21/2023

  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.

  Yes Ive recently downloaded Gemini and bought two crypto investments that arent listed on my other platforms and then after a week or two of my investment growing i receive an email stating that my account must be closed and i need to withdraw all of my money its disheartening because i did nothing wrong or illegal to be punished like this and the worst part of it is they cannot even give me an explanation.. this cant be right or legal . Now i have to look around for another investment and loose out on the gains of my investment

  Business Response

  Date: 01/02/2024

  January 2, 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 will not be lifted. ************** can still initiate a withdrawal of their assets in the form of USD to a linked bank 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:12/14/2023

  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 tried to withdraw from gemini 7 days ago, when I found out I had to wait a week to get my address approved. I created a ticket on the same day to expedite the process. Got a reply the next day that asked for verification to carry out my request and after I sent everything needed and never heard from Gemini again. I decided to wait it out and watched my portfolio loose $3000. Just to get another error "your transfer requires additional review by our risk team and cannot be completed at this time" I feel really abused. Please I need my withdrawal Working right away or IMMEDIATELY RETURN ALL TO MY BANK WITH THE $2000 FEE I PAID purchasing crypto.

  Business Response

  Date: 12/28/2023

  December 28, 2023
  
  ***************************
  ********************************************************** ***** **
  
  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