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:11/27/2023

  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.

  Gemini.com has put a Security Hold on my BitCoin. It has a value of $21,000. They will NOT explain why they put this hold on my assets and are putting me through H*** trying to recover my assets. After research I have found that Gemini.com has done this to many many people and are stealing their assets without even explaining why they are doing this. All they have to do is release the Security Hold on my account and I can't get them to do so.

  Business Response

  Date: 12/11/2023

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

  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. 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 his funds.
  

  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  

  We believe that we handled ************************** 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: 12/11/2023

  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]Not only has Gemini NOT resolved my account and the holding of my funds but have stated that if I do not withdraw my funds in 5 business days the account will be closed and I will lose roughly $8,200 because they have not cleared up my account but also have a Security Hold on my funds not allowing me to withdraw my funds. This is internet ROBERY and blatent ********************* As you can see they refuse to answer any questions as to why they are doing this and from research I am not the only one they are doing this too. Sincerely, *****************************
  

   

   

   

   

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

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

  Business Response

  Date: 01/30/2024

  Hi **********,
  
  Thank you for providing this information. 
  
  I am working with my team to resolve your issue regarding your account. I will be sure to follow up as soon as I have the next steps.
  
  If you have any questions in the meantime or any additional details you think would be helpful, please feel free to reply to this email.
  
  Onward and Upward,
  ****

• Initial Complaint

  Date:11/27/2023

  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.

  My account has been frozen since Oct. 2023. I received an email from Gemini asked me to explain the future purpose of my account and the two address I sent coins long time ago. I replied the email, and then sent several follow up emails/filed a complaint on Gemini.com, but my account is still frozen. No one ever responded my emails. I cant withdraw my money out of Gemini until today .11/23/2023. Please unlock my account as soon as possible. Ticket number *******, then *******, *******

  Business Response

  Date: 12/11/2023

  December 11, 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 Ms ****** account is currently under review. While we understand she 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 her 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.

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just found out that the information that you guys You guys have a mind and your data have been stolen and put on the dark web. So everybody can buy it and have my impression now. Moldings that I was not the same before. I found out that like my credit cards and stuff. You're supposed to be a checker trying to purchase different stuff. And It stressed me out.

  Business Response

  Date: 12/12/2023

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

  
  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.
  
  
  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 are aware that some Gemini customers may have been impacted last year (2022) by an incident at a third-party vendor that led to the disclosure of certain Gemini customer email addresses and partial phone numbers.
  
  
  We want to assure you that no Gemini account passwords have been compromised as a result of the incident, contrary to a third partys incorrect report. All Gemini customer accounts and funds remain secure. Please see our blog on this incident for more information.
  
  
  At Gemini, the security of customer funds and accounts is our top priority. While no action is required on your part, if youd like to reset your email and password, please see below.

  
  How to reset your password:
  Select "Reset your password" located on the sign in page.
  Follow the instructions on the next page by entering your registered email address and Gemini will send you an email to your registered email address (please check your spam folder inbox, if you do not see the email in your inbox).
  For security purposes, resetting your password will result in a 72-hour hold on digital asset withdrawals.
  
  How to reset your email:
  
  
  Log in to your account via the web browser (currently not available on the mobile app) and go to *************************************************************************;
  Click "Security Options" on the right-hand corner (next to your current email address);
  Select "Change Email" from the drop-down menu; and
  When prompted, enter your new email and current Gemini password.
  
  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: 12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and Have not resolved the matter of what was done to my identity. I'm gonna take a little bit further and i'm gonna *** you guys for the damage that was done to me My information is on the dark web because of a company that did not keep my information secure like. I thought they would.

  I have attempts on my credit cards. Any type of car that I have. I've been getting email from certain places, and that is this me. For Amazon payment, click here. All types of stuff have been happening to me since.  My information was leak from you guys company, so it's not the information that you're giving me. Don't mean nothing to me. It's too late. They already got the information. So you sent a change password instead. That don't mean nothing because they already been having it for a year without my knowledge. Without you guys contacting me and let me know.  That my stuff was in danger.
  

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

• Initial Complaint

  Date:11/15/2023

  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.

  On their site it literally says, as shown in attached screenshot; that ACH deposits will be available to trade instantly There is no asterisk, or "more info" to click on; just clear language However it wasn't available to trade immediately, & support is saying 4-5 days because of their "discretion"; which was not communicated before hand I need my deposit cleared for trading IMMEDIATELY, or IMMEDIATELY return all *********** to my bank account w/ out any fees incurred

  Business Response

  Date: 11/24/2023

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

  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. The withdrawal hold on *** ********* account has been lifted, and he has subsequently withdrawn his funds to an external wallet/exchange.
  

  Please note that *** deposits are available for trading at our discretion. Although we understand ******************** has questions as to the reasons behind this decision, Gemini is unable to disclose any further details. The risk review process is confidential and Gemini will not be able to elaborate any further. Bank (***) Transfer should fully settle and be available for withdrawal after four to five business days. If the *** withdrawal hold is not an ideal option for ********************, we suggest sending a wire deposit as his funds will be credited and available for withdrawal in one to two business days.
  

  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: 12/01/2023

  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:11/13/2023

  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.

  On 11/2/23 I contacted the Gemini support team as I was unable to withdraw both USD and cryptocurrency from my Gemini account. I was subsequently asked to upload information and documentations and personal identification to verify my identity to which I complied and submitted promptly what was asked for. I requested a full removal of the withdrawal restriction from my account. And now on 11/12/23 I have yet to receive an amicable resolution to this matter. My account is still fully restricted from making withdrawals and I have not received any notification from Gemini support on lifting the withdrawal restriction.

  Business Response

  Date: 11/24/2023

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

  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.

• Initial Complaint

  Date:11/10/2023

  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.

  Says I have ETH Withdraw ( completed on Nov 16 2022 ), but hyey are still holding my funds, says " pending redemption.I understand I have other crypto that is supposely, " pending " redemtion, such as ***************. But this shows completed. As shown on photo.This says, " completed " there should be no pending redemtion on this.2nd issue is , my account says pending redemption, I see other accounts show "master claim " what is the difference on this.

  Business Response

  Date: 11/17/2023

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

  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by *** ******* with the Better Business Bureau and appreciates the opportunity to respond.
  Gemini Earn is a lending program through which customers may choose to lend their digital assets to certain institutional borrowers and earn interest on their loan. Gemini Earn funds are held by *********************** LLC ********* and lent pursuant to a service-level agreement between Earn users and ******** with Gemini acting as an agent for the Earn user. On November 16, 2022, ******* announced that it had paused withdrawals of Earn user funds and as a result would not be able to meet customer redemptions within the service-level agreement timeframe. 
  
  
  We are working with the ******* **** towards a resolution aimed at helping Earn users redeem their funds from the Earn program as quickly as possible.
  
  
  This does not impact any other Gemini products and services. Gemini is a full-reserve exchange and custodian. All non-Earn customer funds held on the ********************** are held 1:1 and available for withdrawal at any time.  
  We endeavor to provide Earn users including *** ******* with more information regarding their Earn withdrawals as we receive it. 
  
  Best,
  Gemini Trust Company, LLC.

  
  

• Initial Complaint

  Date:11/09/2023

  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.

  On October 15th Gemini LLC decided to take action against my Account and freeze my account with assets locked inside. At the time of this the Price of BTC was at ****** BTC is now at ******+ which wouldve seen me at profit but due to an unexplained reason to restrict me of the access to my account i account get to that. The reason behind freezing my account still hasnt been disclosed by this company regardless of how many emails i send their support systems through various communication systems. It has been over 1 month still no update as to why my account has been restricted and no update as to they are still holding up my assets without no reason. I have sent them various of Tickets within the month regarding the situation and the next steps regarding this matter yet No update has been given, just a generic automated reply that my ticket has been escalated to a member of staff but yet there has been no update! upon reading the reviews of this company i have seen many people have experienced the stress i am going through as this is something the due. Also upon reading upon the company i have seen that the *** has been hit with a lawsuit for defrauding investors this year

  Business Response

  Date: 11/23/2023

  ******** *** ****
  
  ***************************
  ** *******************
  ********** **** *** **
  
  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 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:11/09/2023

  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.

  In May of this year I sent Gemini multiple messages alerting them to the fact that my account was compromised because I could not gain access. My password was changed. After getting BBB involved they helped me gain access again. When I finally gained access my account was drained and the Bitcoin I owned was traded away. I did not authorize any trades because I couldnt access the account. If they would have frozen the account when I told them, the trade could not have happened. The trade went through on June 10. Several weeks after I told them about the problem. My original complaint number was ********.

  Business Response

  Date: 11/23/2023

  November 23, 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.
  

  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 reporting an inability to access his 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 may have 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 or the sharing of 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 FBIs ********************* 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

• Initial Complaint

  Date:10/31/2023

  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 recently opened an account with ******************** LLC., a cryptocurrency exchange. After opening an account and getting my identity verified, I successfully transferred U.S. dollars through an ACH transaction to fund my account. Subsequently, I purchased some of the avax cryptocurrency, and attempted to transfer it to a private wallet. I was unsuccessful in that attempt, and the many others I have made since. Originally, I received no error message when attempting to transfer funds I just continued to receive a prompt instructing my to approve the withdrawal attempt through an authenticator app after I had already done so. Now, I am receiving an error prompt stating that "your transfer requires additional review by our risk team and cannot be completed at this time."When I contacted customer support, they first made me go through a long process to verify that the support ticket came from me. Then, they asked me a series of questions about the wallet address to which I intended to transfer the funds. When I responded to these questions, they informed me that they were working on the issue, my provided no timeline for any resolution to the problem. They have failed to respond to additional inquiries about this issue or a timeline for a resolution.

  Business Response

  Date: 11/09/2023

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

  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.

• Initial Complaint

  Date:10/27/2023

  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 locked out of access to their exchange for over a year. I lost access to an email account and their support in changing my phone number and email address seemed to have been done. Last May. For 2 months I went back and forth over and over again, no resolution. Pathetic excuses that don't make sense, no ability to correct the 2 factor authorization problem, I am unable to get a verification code required to access the account. I am certain this intentional to make sure you cannot make withdrawals. Their support is completely incompetent and I have been runaround for almost 6 months now with no resolution, access to my account, quite the opposite. They input the wrong telephone number (strangely it was originally changed to the correct number until recently it was no longer the correct number. They are about to go bankrupt They have no intention of providing access, they are fraudulent and incompetent. This seems intentional dely until the pigs that own this exchange can file bankruptcy and then hide behind lawyers like typical scum. I DO NOT WANT TO HEAR FROM THEIR SUPPORT. I NEED A LIVE PERSON. Their support has completely useless, I am now exactly where I was five months ago with no hope of gaining access.

  Customer Answer

  Date: 10/31/2023

  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,
  
  *******************************