Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/19/2023

  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.

  Gemini froze my crypto account. Three weeks have passed and I have provided all of the necessary documentation to allow me to use my account again and they have not responded. Im afraid my money is lost. Although my account is under *****, I need it. I cant believe this is happening and there are no ways to contact a human there. I need help.

  Business Response

  Date: 05/31/2023

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

  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:05/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On last Friday, 5/19 I awoke to several messages on my phone that someone downloaded a desktop Authenticator and codes were sent from Gemini to access my account. This was not me. I tried logging into my Gemini account both from a Desktop computer, and my phone and it told me the password was incorrect. I then clicked, forgot passcode for them to send me an email to reset it. However, I never received the email. So, what I fear happened is somehow, someone hacked into my Gemini account in the middle of the night between 2:00-3:00AM on 5/19, and changed both the email and password associated with my account. It is the only thing that makes sense as to why I can't access it, and the website isn't sending me a code to change the password to my email. I immediately notified Gemini on their website via the only way that they allow people to reach them- an online form, and selected that my account was compromised. I sent one of those messages on 5/19, and another the following day on 5/20. It is now almost a week, and I have not heard back. I had thousands of dollars in that account, and it is insane that a company could be so irresponsible to not provide security to protect people's accounts. If my bank account or credit card is compromised, I can call and within minutes and freeze the account. The fact that its now over a week with no contact from Gemini at all, scares me that my account has been wiped out already. I would like someone to contact me directly regarding this! I have had my account for several years now, and have never had an issue until now.

  Business Response

  Date: 05/31/2023

  May 31, 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. 
  

  This matter is pending ** ******* response to our emails. We have responded to *************** when she initially reached out to report login issues, but it appears like they did not receive our response. Please note that we have placed a restriction on ** ******* Gemini account on May 12, 2023 when they first reported login issues. If ** ******* email address has been compromised, she will need to contact Geminis Customer Support Team from an alternate email address for us to assist her in regaining access to her account. *************** can submit a new request from their alternate email address via this link here: ****************************************************************. Please note that ******************** account will remain restricted until she contacts Geminis Customer Support Team for assistance.
  

  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:05/15/2023

  Type:Billing 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.

  My scenario is relatively simple. I created a Gemini account and funded it with $500. After feeling unconvinced about cryptocurrency, I decided to close my account. ******************** is HOLDING onto what amounts to less than $500, making it impossible to meet their criteria for closing the account and returning my money. The "rule" they require to complete the process is a bank statement that shows the COMPLETE account number for my bank account that funded the Gemini account. I don't know about your financial institution, but mine DOES NOT print full account numbers on customer-facing documents, whether by snail mail or online banking. To make matters worse, visiting the bank in person revealed that displaying a complete account number on an account query is a back-office process unavailable across the counter to a client. Their software is designed only to print part of the account number. Furthermore, their policy does not allow employees to print, or save as a PDF, any document leaving their building with a customer showing a complete account number. So that's the "gotcha" ******************** "customer service" is playing. They demand a statement with a fully visible account number to close the account and return my remaining funds. Meanwhile, in a secured portal, I've provided the account number, routing number, SSN, other statements, and receipts that reveal more than adequate information to verify (or steal) my identity and legitimacy and triangulate all the information they "claim" to require to close my account. So, theyre invoking a rule I cannot meet, creating a scenario where I cannot close the account and retrieve my funds. *** initiated fraud alerts with the three major credit agencies and locked my credit because Gemini now has more than enough information for some internal fraudster to steal my identity. Im initiating scam reports with the *** and FTC and filing this BBB complaint.

  Customer Answer

  Date: 05/16/2023

  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:05/15/2023

  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.

  On April 11th I received a notice from Gemini trying to make sure it was me. Previous to this notice, I was used to checking my Gemini bit coin account almost every other day. I had put in a $1000 a couple of years ago and it's dwindled to 3 or $400 balance. It's been awful but I still hung in there to see if the worth would climb. Now, I am frozen out of my account. They asked me to take a picture of myself holding a notebook with the code. I complied. They still refused to open the account. I've written them twice And no one is getting back to me they asked me to download an authy app which I did .....and didn't want to do..... it uses WhatsApp which I haven't used for years but I had to reopen. They have my picture, a code, a driver's license, my email address, my money and I"m on a stupid application that I don't want on my phone AND NO ONE is responding to my emails. One month later, my account is STILL frozen. I don't understand how this could have happened because I've used my fingerprint to open my Gemini account for years. i can't see into the account, and I am afraid that someone got in there and depleted it. If so, I want financial compensation for what has happened. Account recovery should not take weeks. I have done everything they've asked. I am a victim of identity theft and I believe this company is perpetuating the cycle please help

  Customer Answer

  Date: 05/15/2023

  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.  Gemini actually unfroze the account and opened up the account at ******** mention of this complaint - so thank you!!!!!!
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/15/2023

  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 April 19, 2023 after I initiated a deposit into my account, my account was frozen. This is understandable as I was traveling internationally at the time, however I immediately requested that my ACH transfer be canceled but it was not and $900 was deposited into my Gemini account from my bank account. Every orrespondence with genin took 3-5 business days. I requested that my funds be returned to the original bank account and on April 29 I was told that they had initiated the process (email attached). However, the transfer never went through and the $900 is still sitting in my frozen Gemini account depaite the fact that 1) I provided the requested authentication documents and 2) I was told it would be returbed to my bank account 2 weeks ago.

  Business Response

  Date: 05/29/2023

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

  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 we have placed a restriction on *** ****** account due to login activity from ******, which is outside our areas of operation. We are actively working on manually transferring the funds back to *** ****** bank account. We will provide further updates to ************** once the withdrawal process has been successfully completed.
  

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

  Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ************** as a result of this matter.  
  

  Best, 
  Gemini Trust Company, LLC.

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, only because they immediately resolved the issue by transferring the money back to account after responding the complaint. 

  The lack of transparency and incredible wait time to get a response is unacceptable.

  I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** **** *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/15/2023

  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 will not provide access to my account.My phone number changed, and now I cannot receive the code to authenticate and access my account. I started reaching out well over a month ago, and although they have responded countless times with "we have huge volume and are working to solve your issue" there has been ZERO progress.Gemini is holding my account hostage. I have provided and confirmed delivery of every single thing they have requested to authenticate my account.There is no phone support number, so all that happens is I inquire over and over and they respond and say they are working on it. Meanwhile I have thousands of dollars they will not provide me access to which is extremely concerning at this point.Thank you for your help, and I hope no one else has this experience.

  Business Response

  Date: 05/29/2023

  *** *** ****
  
  ***********************
  ******************************************************************** **
  
  *** *** ********* *** ********
  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:05/11/2023

  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 is in Restriction mode, and I have made numerous calls to Gemini and they have not solved my issue.I need to take my money out of Gemini, and nobody can help me.

  Business Response

  Date: 05/24/2023

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

  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 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:05/09/2023

  Type:Billing 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.

  my account was frozen because of unauthorized activity..this company does not have a phone number and all communication is done via email...after 20+ emails my account remains frozen even though I have provided them with all the requirements to unfreeze my account..after doing research I have noticed there a numerous complaints against this company..I filed a complaint with the ** consumer protection agency...they still will not ***** me access to my trading account which has over $20 thousand dollars in it...I am absolutely disgusted with the poor customer service and NO ONE is returning my emails

  Customer Answer

  Date: 05/09/2023

  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:05/08/2023

  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.

  Gemeni is holding onto my crypto due to a security hold they claim. They were responsive at first but now ignore me completely. I have been trying to withdraw my crypto from them for over a month. They do not reply to my tickets. They also do not offer any phone support so I can not speak to anyone.

  Business Response

  Date: 05/19/2023

  *** *** ****
  
  ***************************
  **** **********
  ******** ** *****
  
  *** *** ********* *** ********
  
  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:05/08/2023

  Type:Billing 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.

  They are a bitcoin company and they refuse to solve the problem. Keep saying there is a security hold on my account so I did all that they asked for added security and did the ** wirh a pic of me with my ** three times. They are now giving me the run around with letting me get my 900 back. I keep getting the same computer generated emails saying they will get back to me to resolve the issue. They have not done so. Has been a month now

  Business Response

  Date: 05/18/2023

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

  Customer Answer

  Date: 05/26/2023

  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:

   

   I have all the emails from them and the info saying I did the 830 and got nothing back from them or the money 

   

   

   

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

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