We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryptocurrency Exchange.

This business has 3 alerts

Read all 3 alerts

Complaints

Customer Complaints Summary

  • 545 total complaints in the last 3 years.
  • 215 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/07/2023

    Type:Billing Issues
    Status:
    Answered
    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 had an account or may still have one at Gemini crypto in Manhattan,** or its affiliated banks. My account was locked out for a security reason and all attempts to remove the restriction to the account have failed. Their customer service support is e-mail only. In the past week I have contacted customer support well over 20 times to get the account working to no avail. I'm simply requesting that Gemini crypto and cash be returned to my **** of America account that funded this . The amount is $25,000 in cash deposits and $988 in purchased crypto (Bitcoin).

    Business Response

    Date: 07/20/2023

    **** *** ****

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

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

    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 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:06/26/2023

    Type:Product Issues
    Status:
    Answered
    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 June 21st I tried to send funds from my Gemini account and they put a hold on my account. Ticket ID number is *******. ******************** has responded via email...no live person. I am not satisfied with the responses. They are asking for all kinds of crazy information from me.

    Business Response

    Date: 07/02/2023

    **** ** ****

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

    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.

    ******************** 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:06/23/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Between June 6th and June 8th I deposited $15k into my Gemini wallet via ACH bank transfer like I normally do. I then purchased $15k bitcoin and tried to send it to another wallet that I own, once the money cleared. Gemini immediately hit me with multiple vigorous verification methods, which I provided them all(bank statements, text verification, a pic with me holding my License with the date handwritten next to special code they gave me) and they put a security hold on my account. They then stated they are working to resolve your issue after a week of no progress I then decided to sell the bitcoin so that I can transfer the money back into my bank account via ACH or wire. Now I am facing issues yet again, its been a week and a half and they only have email support. I am getting one response a day telling me wrong information to try, asking for bank statements, now they are resolve your issue now that the hopefully have everything they need from me. This company makes it so easy to take my money but doesnt want to give it back. Ive reach out to multiple support agents, written multiple emails, filed a complaint on their website and still no progress. How hard is it to allow me to transfer my money back into my account. I just had a kid and I literally have $300 in my account, I need the money to move my family into a new apartment and Gemini is just giving me the run around. It seems like a clear pyramid scheme if you ask me. Take a look at the Trust pilot reviews this has happened to many other victims, Ive read some cases where people had to wait months. Please help me in stopping these big companies take advantage of us little guys!

    Customer Answer

    Date: 06/23/2023

    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:06/12/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Gemeni repeatedly takes funds from customers then will not allow them to utilize the crypto purchased because of a "security hold" customer service offers no solutions to users except to send personal information, such as license, photo, and more. This is a nussiance and the users are not made aware of these complications before being made to purchase. Furthermore the option to call or talk to a human involved in the scheme seems almost ********** hidden or unavaliable. Customers are left with few options for recourse and this business needs to be advised against.

    Customer Answer

    Date: 06/12/2023

    The money is still in my account, i just do jot have access to it. At this point i am seeking support through gemeni to unlock these funds. I am not seekeng a refund at this time. Rather, just file a formal complaint in the case it may add to any other reports coming in in regard to this company or to provide a sort of notification into the practices of the company for for use of the bbb. Im not sure if thats how this works but i am just hoping to have a formal complaint files so it may help the bbb in whatever they might use a complaint for

    Business Response

    Date: 06/20/2023

    **** *** ****


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

    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 restriction on ******************** account has been lifted, and he has subsequently withdrawn his funds to an external wallet/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.

    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:06/12/2023

    Type:Product Issues
    Status:
    Answered
    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.
    May 16, 2023 I transferred $4500 into my Gemini account. Once the funds cleared I purchased ********** BTC. I waited about a week and tried to transfer the Bitcoin into my Trezor wallet. I tried this many times and kept getting a message stating there was a security hold on my account. I contacted ******************** about this issue and they requested security verification (take picture of yourself with date and the code provided in email). I did this and they sent another email asking eight invasive questions regarding the transfer of the funds. I answered their questions and am waiting for an outcome. They are using my funds as hostage while asking questions that are in violation of my privacy.

    Business Response

    Date: 06/16/2023

    **** *** ****


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

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

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

    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:06/01/2023

    Type:Product Issues
    Status:
    Resolved
    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 May 10, 2023 I bought **** usd worth of Bitcoin. When I attempted to transfer bitcoin to my private wallet, i was blocked from doing so and got the message that my account needed additional review. I answered all their questions and provided a selfie that included a copy of the ** I used to open my account, that day's date, and some message. As time passed, and the blockage was not removed, I decided it was too much hassle to be trading crypto so I decided to sell back my Bitcoin to get a refund. When I attempted to so, I was also blocked from doing so. I contacted them to let them know, I wanted out of Gemini and needed a refund. Heard nothing from them. So I waited patiently for two weeks and contacted them again, but no reply from them. Today, is the third week so I contacted them again, no reply yet. I told them I'd consult with an attorney for advice on what steps to take. Off internet, someone suggested filing a complaint with BBB

    Business Response

    Date: 06/14/2023

    **** *** ****

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

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

    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.

    Customer Answer

    Date: 06/16/2023

    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:05/30/2023

    Type:Billing Issues
    Status:
    Unresolved
    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 was fraudulently hacked and all of my money has been stolen

    Business Response

    Date: 06/12/2023

    **** *** ****

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


    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, and the restriction on *** ******* account has been lifted.

    Although we are sympathetic to *** ******* predicament, 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 and it is common among all digital asset exchanges.

    We have recommended **************** to contact law enforcement, and file a complaint with the FBIs ********************* at ********************************. We are happy to cooperate with law enforcement regarding the incident, and once **************** has a contact working on the case, please have them contact us at *****************************************.

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

    We believe that we handled *** ******* complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by **************** as a result of this matter. 

    Best,
    Gemini Trust Company, LLC.

    Customer Answer

    Date: 06/12/2023

    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]

    Gemini never attempted to resolve the issue for me.  I filed numerous complaints with Gemini when I found out that my account was being hacked and they never once attempted to reach out to me with any advice whatsoever. Their response to my complaint is a lie. They never reached out to me with any advice on how to resolve the issue. Gemini let a third party come in and steal my money. Yes my account is now visible but they deleted all of the fraudulent transactions from my account, although I did copy photos of all the fraudulent transactions that did take place.  Gemini did nothing to protect my interests.  They are CROOKS.. 

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:05/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Over $25000 is being held by this exchange unable to withdrawal. due to a "Security Hold" that requires manual intervention from their staff.It's been almost two weeks now and this issue has not been resolved.This is completely unacceptable, and I am seeking remedy to this solution.Remove this hold from my account NOW and give me access to my money.

    Business Response

    Date: 06/08/2023

    **** ** ****


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


    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.

    ******************** 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:05/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 unable to withdrawal my funds from Gemini trust company. I receive an error message when I try to withdrawal my money. They have told me they are working on it but I have sent them several emails for an update and have not received a response since April 21st and it is now May 25th. I need to be able to withdrawal my money soon to pay bills.

    Business Response

    Date: 06/08/2023

    **** ** ****


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


    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 **************** has successfully withdrawn his funds to his 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:05/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 an account with ********************. I deposited $60,000.00 on 3-16-23, a deposit of $100.00 on 3-29-23, a deposit of $100.00 on 3-30-23, a deposit of $100.00 on 5-2-23. They will not let me withdraw me funds. They are telling to withdraw to a Bank that I do not have an account with. It has been 14 days and nothing has changed. This a crypto trading company that tells you can withdraw funds at anytime. I have filled out forms more than 15 times to their customer support center. I have sent emails more 10 times.

    Business Response

    Date: 06/04/2023

    **** ** ****

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

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

    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.

Gemini Trust Company, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.