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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 544 total complaints in the last 3 years.
  • 219 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:05/19/2025

    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.
    My account was frozen by ******************** on April 20, 2025, due to an incorrect attempt at a purchase. I contacted them explained everything, provided them with any and all information they asked for. The attempted purchase was reversed by my bank. They still have not unfroze my account. I have reached out several times based on the number of tickets opened. Each time explaining and providing all of the ticket numbers and customer service person's name provided in the email. I simply want my account to be unfroze so I can move the cryptocurrency already purchased and is just sitting there or they can give me a refund.

    Business Response

    Date: 05/28/2025

    *** *** ****
    ****** *********
    *************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 Please note that this matter is resolved and *** ********* has withdrawn her funds.
    Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    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

  • Initial Complaint

    Date:05/16/2025

    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.
    We want our money sent to where it was supposed to go. My account is frozen and they will not let me send the money to where it is suppose to go. They have this thing called Authy App we are suppose to sign up, but no one can figure it out. It is too complicated and all the answers I get from them is, "We haven't heard from you in days." Can you help me unfreeze the account to send the money to where it is supposed to go. All we are doing is going in circles and can't get a straight answer from them. All they have to do is unfreeze my account to get my money out of there. I tried to figure out this Authy App. They took my selfie, ID to prove who I am. Gemini Trust Company, email: ********************************** Phone **************

    Business Response

    Date: 05/28/2025

    *** *** ****
    ***** ********
    **********************************************
    ****** ***** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ********* We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ********* Once *** ******** follows the steps Gemini has provided to recover her second factor authentication account and responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
    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

    Customer Answer

    Date: 06/05/2025

    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,

    ***** ********
    I finally got my Gemini Account unfrozen.  I had a hard time figuring out the 2-Factor thing.  So, tell Gemini I am sorry.  Now I just have to get the funds moved.  Had a little glitch in figuring out the process.  Still ongoing on moving my assets, but with Gemini, I am getting  there. This 2-Factor thing was the problem and my frozen account.  All is well.


     

  • Initial Complaint

    Date:05/16/2025

    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 May 9, 2025 at 8:37PM, I, ***** ******, contacted Gemini support:<************************************************************> regarding an error when transferring my coins out of gemini. I got an automated response giving me a ticket number: *******, requesting I send a photo of my face, my id, and the ticket number hand written on a paper, and all in the same .jpeg. I attached the info at the location they requested and emailed them back with confirmation, same day. I never got a reply or acknowledgement since the bot message. On May 11th I emailed again reminding them I sent the documents. On May 12th I emailed asking for confirmation that they see my ticket and the .jpeg they requested, still nothing. So still today on May 15th they still have my ~$12,963 of crypto held captive with no acknowledgement that they are actualy working to fix my account. I just want to transfer my crypto from gemini to my own wallet address.

    Business Response

    Date: 05/20/2025

    *** *** ****
    ***** ******
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ******* Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:05/15/2025

    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 a Cryptocurrency account , that was frozen due to errors , but they wont help me unfreeze this account? Ive tried a lot of times and did all the requirements, but they doesnt seem to to want to help me reopen? Its been months since Ive been trying get them to unfreeze this account and they also sent me a notice to transfer balance to another wallet by May *******. I cant get ahold of anyone to help me reopen this account? Could you please help me get service to unfreeze this account? Thankyou ****** ****** ******

    Business Response

    Date: 05/20/2025

    *** *** ****
    ****** ******
    ****************
    ***** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ******* Gemini account is now fully operational.
    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

    Customer Answer

    Date: 05/22/2025

    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:05/05/2025

    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.
    Simply put, in practicality they just stole USD $3k from me and there is absolutely no way they can justify that. I withdrew $3k of AVAX from a specific crypto wallet, which I've done repeatedly for the last year. I just got a new local bank account and wanted to start using that. It's "unverified" and requires I wire money into SoFi to verify it, which is practically extortion. Why on earth would I not be allowed to make an ACH deposit into your own business? That's beyond suspicious and ridiculous. I then decided not to use Gemini, and when I went to withdraw my AVAX back to the exact wallet that has been depositing into my Gemini account for over a year, I apparently am now under a "security hold", and now I have to wait for an opaque email process to work. I am considering my money stolen and that Gemini tried extorting me out of even more money in order to get my stolen money ******* not use this service under any circumstances, and I will pursue a legal solution to this problem. Ticket *************

    Business Response

    Date: 05/08/2025

    *** ** ****
    **** *****
    ********************************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ****** Once *** ***** responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
    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

    Customer Answer

    Date: 05/20/2025

    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. I was able to withdraw the virtual currency specified to the origin wallet. I do want to specify that I did have to go through an unusually invasive security process in order for that to be successful.

    **** *****



     

  • Initial Complaint

    Date:04/29/2025

    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.
    My account is restricted unfairly with Gemini Trust and support doesnt respond to my emails.Problem started when I transferred 2k to the account to trade with. I got instant credit and I bought crypto. The 2k was taken from my account and was then returned to my account. ******************** claimed my account had insufficient funds and restricted my account. I sold the assets to cover the 2k and my account has remained restricted since. I cant withdraw my money and cant trade my assets. Gemini Trust support doesnt respond to my emails and I have no recourse.I want my account to be unrestricted immediately. The options below are inadequate to the situation.

    Business Response

    Date: 05/08/2025

    *** ** ****
    ***** *****
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ****** Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:04/29/2025

    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.
    The last time I was in my account was on April 25, 2025. While I was there, I made a purchase; this is a copy from my bank account: " ******************************************* Com GeminiPay ******." The following morning, I logged in, but the site refused to complete the login. I have tried contacting Gemini using several modes, and as far as I know, I had no success. I joined Gemini on November 2, 2024, and have made several coin purchases without any problems. I was a gas when I found out in the last few days that they had issues in the past. I have been investing for years and had no idea the *** had many problems with the crypto industry

    Business Response

    Date: 05/08/2025

    *** ** ****
    ****** *******
    *************
    ******************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ******* is able to log in to his account. Should *** ****** have additional questions regarding this matter, he may contact Gemini Customer Support via *************************************************************
    ******************** 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

  • Initial Complaint

    Date:04/26/2025

    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.
    On 4/12/25 I went into my account to buy some crypto and got a message That my account was restricted for a negative balance but my account was never in the negatives so I immediately contacted Gemini and was told my account restriction would be lifted in 5 business days from the time my account was credited positive I asked when my account was credited positive and they told me 4/12/25 so i waited and on the 5th business day my account was still restricted so I contacted their customer support again on 4/18/25 and they said their team was working on it and would contact me back with an update so I waited and contacted them back twice on 4/21/25 and no response so I contacted them again twice on 4/23/25 and got the same automated message and I contacted them one last time on 4/24/25 and when I went to ask questions after the automated message I got no reply

    Business Response

    Date: 05/07/2025

    *** ** ****
    **** ******
    *********************************************************** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ****** Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:04/24/2025

    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 April 18th, 2025, I deposited $11 into a Gemini account with the intention of making a trade. Before long, I received an email from them. It had very absolutely no details to explain the reason why, but it said that my account was going to be shut down and it said that I had 5 days to withdraw my funds, and then the account would be closed. This was extremely rude, and strange, but I didn't mind all that much. But now I am unable to withdraw my money. There is absolutely no way to reach a real human being at this company. I have looked and cannot find any way to contact them outside of the terrible AI bot that I can get incorrect answers from on their website. My account will be shut down apparently at any minute now, and I cannot get in touch with anyone, and I have submitted a support ticket but received no response. I originally deposited $11, and bought $11 worth of the cryptocurrency Litecoin, but since I have been unable to withdraw the Litecoin like I wanted, or do anything besides sell it eventually, that ******** had become slightly devalued during all of this. So I would like for them to give me back the full $11. It's not a ton of money, but that's completely irrelevant. They shouldn't be allowed to do this to anyone else either. I just want my money back, and then I want nothing else to do with them after this. I'm sure Coinbase and Binance will put these clowns out of business soon anyway.

    Business Response

    Date: 05/02/2025

    *** ** ****
    *********************
    ************************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ***** We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ***** Once *** **** responds to Geminis inquiry through his most recent ticket, we will be able to assist him with his issue.
    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

  • Initial Complaint

    Date:04/21/2025

    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.
    Gemini suddenly restricted my account with some crypto value in it..Now I have submitted the ** and bank statement they requested from the email but I cant still access my funds ..I submitted the DOCUMENTS on Saturday

    Business Response

    Date: 05/02/2025

    *** ** ****
    ****** **********
    *********************************************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 is resolved and *** ********** has withdrawn his funds.
    Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    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

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

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