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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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This business has 3 alerts

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Complaints

Customer Complaints Summary

  • 545 total complaints in the last 3 years.
  • 218 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2023

    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.
    Put in a request to transfer my cryptocurrency from Gemini into my crypto Wallet on April 26, 2023, and as of April 29th, 2023, it is still not in my crypto wallet. They charged me ACH fees which were paid by my bank.The cryptocurrency in question is Shiba Inu in the amount of ***************** worth $137.00 on April 29th, 2023.

    Business Response

    Date: 05/13/2023

    *** *** ****

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

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

    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:04/25/2023

    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.
    I transferred SGD20,000 from my bank account to ******* on 12 April 2023 and received an email informing me that the funds may be held for up to 48 hours as part of a mandatory compliance review. It has been 13 days and despite repeated emails to Gemini, my funds are still missing from my account and recent emails to their customer support have gone unanswered. This is not the first time I've encountered such delays with funds being credited to my Gemini account despite the instantaneous of the fund transfers that were made. No satisfactory replies were ever given.

    Business Response

    Date: 04/27/2023

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


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

    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 credited 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:04/19/2023

    Type:Billing 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 3/5/2023 Gemini froze my account with no explanation as to why i created a ticket sent all requested documents, my photo ID ticket number and date as requested and answered all security questions but as of today my account is still frozen it has been frozen for almost 2 months I keep getting automated responses they have approximately over $800 dollars of my monies and I want my money!!!!

    Business Response

    Date: 05/02/2023

    *** ** ****

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

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

    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: 05/05/2023

    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:04/19/2023

    Type:Service or Repair 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.
    I have an account in good standing with Gemini and they have locked me out of it without explanation. I have raised several help desk tickets in which they required me to submit a photo of myself with my ID (which I did, and Gemini confirmed) to confirm my identity. I am unable to retrieve my tax forms from Gemini which the *** requires. I have sent ~18 emails to Gemini on this issue.

    Business Response

    Date: 05/01/2023

    *** ** ****

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

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

    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: 05/03/2023

    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:04/18/2023

    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.
    Gemini trust company is a platform which offers the user ability to move crypto across its platform trading abilities and so on. I have $8000.00 on gemini platform and they all the sudden have put a security hold on my attempts to withdrawal MY FUNDS, and only communications available to reach them is email. Theyve given me zero resolve, and I need my $! This should be criminal. When Ive googled my issue to see if anyone else has similar experiences, theres so many!! I could cry.

    Business Response

    Date: 04/23/2023

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

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

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

    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:04/18/2023

    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 recently made some BTC purchases using Gemini exchange. For whatever reason, they have a security hold on my funds and I have not been able to withdraw them to my cold wallet. They started with a response to the issue and said I needed to provide them with further ID verification, which I did. They have since completely ghosted me, and stopped responding to any complaints or emails. This is extremely unsettling and unprofessional. They are literally just holding 14k worth of my BTC and not allowing me to withdraw it and have completely cut off any communication with me. My case number is #******* I have been losing sleep over this nonsense. I just cannot believe they can freeze my funds and then not even contact me or respond to any of my emails. I am so done with Gemini. I feel like I need a lawyer.

    Business Response

    Date: 04/23/2023

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

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

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

    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:04/13/2023

    Type:Customer Service 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.
    I have had an account with ********************** since the beginning of 2021 and have made several transactions with the company. I have tried to access my account numerous times over the last few weeks and when I sign in with my email and password I keep getting the reply that the password you entered does not match our records.I have not changed my password. I've tried to reset my password several times but I never get any response back. I've contacted support at ********************************** and asked for help, but never get any reply. I have a few thousand dollars with them and am extremely frustrated that I cannot access my account.Please help me with this. I will provide any documents needed. Thank you.

    Business Response

    Date: 04/27/2023

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


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


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

    This matter is pending *** ********* response to our last email. We responded to ******************** when they first reported login issues, but it seems like they did not receive our response. After multiple requests to respond to their open ticket, they finally replied to inform us that they did not initiate any withdrawals from their account. We then placed a restriction on *** ********* Gemini account due to potential account compromise. Until ******************** follows the instructions sent by the Geminis Customer Support Team on April 25th, 2023, their account will remain restricted.

    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: 04/28/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution regarding not being able to sign into my account has been resolved. However, after finally being able to sign into my account I noticed that the balance was ****. I emailed Gemini support asking if this was because of a *************************************************************************** back and said all my funds had been withdrawn on 12/22/22. I emailed them back and said I did not withdraw my funds.

    As you can see from their response a restriction has been placed on my Gemini account due to potential account compromise. I have followed the instructions sent by Gemini Support Team on April 25th, 2023 and will wait for their reply.

     

     

     

     

  • Initial Complaint

    Date:04/12/2023

    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.
    Let me start this complaint by saying, I am utterly disappointed with this company, Gemini Trust Company LLC. I complied with their demands for information and documents but here I am still waiting for a resolution and being treated in silence. At this point, I have no other option but to file a complaint against this company. My encounter with Gemini began on April 5th. They were recommended to me by a friend, so I registered to obtain their digital wallet. On April 6th, I wire transferred $214,765 to buy BTC from them. After successful purchased, I decided to send **** BTC ( approx. $189,200) to my other crypto wallet and that is when they froze my account. I was shocked, so I wrote to customer support. I got a response from *** who works for Customer Support, gave me ticket #******* and requested explanation about the wallet I am sending my BTC to and to take a selfie of myself, with my Drivers License and ticket # ******* below it. I then got an email from **** after 2 follow up emails but still no resolution. And another follow up was responded by Customer Support, again with no resolution. So I was in a waiting game for how many days but in between, I sent several emails to follow up since I have this urgency to know what is going on with my money while they obviously dont. Since Saturday 4/8/23, I have not heard from this Company and I am worried if I was scammed and lost all my money. They seemed to hold my money hostage. I questioned how they are not trained to remove restrictions because they seemed to be acting incompetent as far as fixing my account. This should be on top of their list because while they are holding my money, I am also losing money from either profit or interest. I have continuously asked to get my ticket resolved ASAP but I am just being ignored currently. I need intervention to resolve this issue. I am not going to take this lightly and I will seek every means possible to get my money. A company like Gemini should never be in business having so much customer complaints in 3 years. A ******************** grade of F is horrible and laughable. I should have done my research first before doing business with them but too late now. I regret doing business with them.

    Business Response

    Date: 04/25/2023

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


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


    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:04/12/2023

    Type:Billing 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.
    My trading account was frozen by Gemini on 3/30/2022. I provided the required KYC information to unfreeze the account. However, to date I have not heard back from the company regarding the next steps to unfreeze the account. I have USDC 980 in the account which I cannot access/ trade/ withdraw. Please help remove restrictions to the account. Thank you.

    Business Response

    Date: 04/25/2023

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


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


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


    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.

    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: 04/25/2023

    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:04/11/2023

    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.
    My name is ***************************. Like others here, I'm frustrated by the fact that Gemini decided to put a hold on my account for no particular reason. I've been a verified member for long time and suddenly they started asking me to submit a photo of myself holding my drivers license, which I did. Then they sent another email asking personal details about why I'm sending MY crypto to another wallet, which I have used several times in the past. They did not asked any of these questions when I opened the account nor when I transferred money and crypto from other sources. I sent them an email demanding this hold to be lifted and I have yet to receive a response. This should be illegal and with everything going on in the world with these banks lately, I'm very concerned about Gemini holding my money hostage. I tried calling every number I've found online for Gemini and they either do not work or refer you to contact them via email, which I have. At this point I'm not sure what to do. Perhaps I will need to file a motion with the courts. The Ticket ID is: *******.

    Business Response

    Date: 04/25/2023

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


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


    *** *** ********* *** ********
    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: 05/01/2023

    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,

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



     

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

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