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:09/01/2023

  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.

  I opened and an account with Gemini in 2020, and I bought bitcoin as a buy and hold and never traded or touched it. June of 2023 my account was wiped out and emptied. I contacted Gemini through email because they don't have a phone number that I could find. They responded and I explained what happened on my end. Someone I guess hacked into my account and ******************** let them transfer my bitcoin out of my account to an email I have never seen, An Authy account that I never started, and a password change that I didn't authorize. They never send me anything to let me know that this was happening to my account. I have explained what happened to them, They never get back to me when I ask where my money went and who they gave it to. Gemini stole my money.

  Business Response

  Date: 09/14/2023

  ********* *** ****
  
  ***************************
  *** ************
  *************** ** *****
  
  *** *** ********* *** ********
  
  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:08/29/2023

  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.

  I put in a request to withdraw my money from my account and it was about $7,500 USD and they put my account on hold since I did that and won't allow me to withdraw my funds. I put this request in January 2023 and my account was put on hold shortly after that! It is now August 28th and I still have not been allowed to my money.

  Business Response

  Date: 09/08/2023

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

  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:08/28/2023

  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 purchased crypto during the month of August 2023 in the amount of $3500.00 using my bank account ACH transfer. They emailed me 5 days later and stated that they have successfully received my funds and that I can now trade or withdraw my crypto immediately. On 8/25/2023, I tried to withdraw my crypto to my external wallet, but it was denied and stated there was a" security hold" on my account. I then contacted Gemini support and was given a "Ticket ID: *******", and told to upload a pic of my face, ID and written code on paper to them. So I did as they requested. I then get another email from support stating to answer the "following questions" pertaining to your wallet address, etc..... which I did as they requested. I emailed them on 8/26 and 8/27/2023 to check the status of my ticket case, and they have now refused to respond and have my account withdraws locked. I will be contacting a cryptocurrency/blockchain attorney for consult.

  Business Response

  Date: 09/04/2023

  ********* ** ****
  
  *****************************
  ************************************************************************
  
  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:08/25/2023

  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 am a long-standing and loyal Gemini customer. I recently wired **** currency into Gemini from my bank account (This cost a $20 fee) and then converted the **** into bitcoin, with the hope of withdrawing that bitcoin to my personal wallet. After over a week of waiting for the funds to clear on Gemini's end, I still cannot withdraw the bitcoin. The site says the reason is "security hold" and to contact support. I contacted support and reverified my identity, but the issue still hasn't been resolved. Gemini support is very non-existant and they don't answer emails in a timely fashion. I could not wait any longer so I converted the bitcoin back into **** and withdrew the funds back to my bank. This entire ordeal has cost me weeks of time, $20 in wire fees, and Gemini exchange fees. I would like a proper refund of these fees and my account reinstated to full functionality. Thank you.

  Business Response

  Date: 09/08/2023

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

  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 funds have been returned to *** ****** account. Due to a recent account review, Gemini 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.

  Customer Answer

  Date: 10/05/2023

  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:

  They have not given a reason to close my account. They are just closing it because I complained on BBB. They are not transparent or fair. 

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

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

• Initial Complaint

  Date:08/23/2023

  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.

  Transferred funds to Gemini Aug 18.Repeated requests for contact as Gemini is not allowing me to transfer crypto which I have successfully done numerous times Zero response from calls and email requests to resolve

  Business Response

  Date: 09/06/2023

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

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

  Customer Answer

  Date: 09/19/2023

  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:08/22/2023

  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.

  date of trans. August 15, **23 Amount of #**,300 the buy and sell of Crypto currency nature of dispute: that the Bitcoin currency in their accounts is inaccessible to them. the companys verification process for withdrawals or transfers is holding up the transactions.Gemini has not made any attempt to resolve the matter after a whole week from 8/15 to 8/22/**23.

  Business Response

  Date: 09/11/2023

  ********* *** ****
  
  *********************
  ****************************************************************
  
  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, and the restriction on **************** account has been lifted.
  
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  
  We believe that we handled **************** complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ************** as a result of this matter. 
  
  Best,
  
  Gemini Trust Company, LLC.
  
  

• Initial Complaint

  Date:08/14/2023

  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 have been a user of ******************** for about 2 years now. My husband and I have funds with them and back in April we noticed that some of our funds were missing from our account. We owned some Bitcoin and Ether through Gemini. Our Ether was locked up in what they call "staking" and was not accessible, however; our Bitcoin was not. We noted that back in February 2023 there was an unauthorized access into our account from an IP address from ********** (we live in MI and have do not know anyone in CA), and that individual stole our Bitcoin from our ************. We immediately contacted Gemini, they took about a week to investigate the situation and told us that they can't do anything and gave me a website to issue a complaint to, which was the **************************** We discovered during this period that Gemini had a data breach in late 2022, which I firmly believe is how my account got hacked and funds stolen. I requested a freeze be put on my account until I was able to get better security for my account. In early July 2023 I requested the freeze be lifted off my account. I have contacted Gemini 7 times now since 7/1/23 with no response from them and my account is still frozen. I have been unable to access my funds at all and they are not responding to my emails, outside of the automated response letting me know they received my request. I am certain this is illegal for them to lock me out of my funds for so long with no communication from them at all as to why or why there may be a delay. I am at the point that I think I need to contact an attorney as I have already lost over $10,000 due to their security breach and now I cannot access my other $40,000 because they refuse to respond to me.

  Business Response

  Date: 08/28/2023

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

  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.

• Initial Complaint

  Date:07/31/2023

  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.

  I have been registered with Gemini for about 45 days and the funds I have deposited with this exchange are not being forwarded to where I want them.I wired funds to Gemini via the wire transfer address they provided. I successfully purchased USDT from Gemini and want to transfer it to my Trust Wallet.I linked my Trust Wallet address to the Gemini app as required by Geminireferred to as white listing. I have exceeded the 8 day wait period that is required by the system, but my assets are not being allowed to transfer to my wallet.Whenever I try to transfer my purchased USDT assets to my wallet, I am blocked by a page that readsSorry, this USDT withdrawal cannot be completed at this time. Reason: wire deposit precaution.

  Business Response

  Date: 08/14/2023

  ****** *** ****
  
  *********************
  *********************************************
  ********** ** ***** **
  
  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 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: 08/14/2023

  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:07/28/2023

  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.

  I opened a Gemini wallet account on 7-21-23 with a payment of $510 to purchase cryptocurrency. Since that time Gemini has;Locked my account in a security hold, refused to explain why, not communicated with me except for a couple emails asking for more information (which I provided). There is no phone number, chat option or any other way to contact them except for email.I have now ********* over a week of trading income as well as fees to purchase on their network.This is NOT an appropriate way to conduct financial business in the US.Thank you,***********************

  Business Response

  Date: 08/10/2023

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

  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. 
  

  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: 08/14/2023

  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]

  They are lying. Ive tried for days to transfer **** currency out of their custody. They have rejected every account I have attempted. This has become nothing more than a scam. Its fraudulent for them to hold my money without explanation. I have done nothing wrong and have followed all procedures they have offered. Im at the end. 24 days have gone by. Ive lost money in fees and cost of doing business with them. I want my money. They are a pitiful excuse for a financial service company.

   

   

   

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

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

• Initial Complaint

  Date:07/12/2023

  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.

  I deposited funds into Gemini based on their marketing spin. I have been trying to deposit the crypto I bought into another trading company for short term trading. I WIRED the original funds from BoA where I was KYCed. I have been consistently denied access to my funds. I have repeatedly tried to withdraw and just get the same error message 'sorry, this USDT withdrawal cannot be completed at this time. Reason: Wire Deposit Precaution' This is a lie - they refuse to respond to repeated support requests. They provide no answer. They do not have a phone number. This is fraud and I need my money back as I have obligations to meet. They unlawfully withhold clients' money and I want to transfer my funds out so I can close this account.

  Customer Answer

  Date: 07/13/2023

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