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:04/11/2023

  Type:Customer Service 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.

  Ive been using Gemini for for a bit under one year, the company has recently blocked my account for reason theyre not disclosing to me, I have tried my best to comply with everything they asked of me, but they refusing to work with me, I need help to get them to release my account unless they suspect any illegal activity on the account. Theyre not communicating after a number of attempts to communicate with them. I need help please. ** ******** ***** *** *** ********* *** * **** ** ***** ** ****** ***** ** **** ** *** ** **** ******** *** ********* *** **** ***** * ** ******* **** ** **** ** ******* **** ****** *** ******** **** ** ********* **** ******* ******** *** *** ********* *** **** ** ******** **** *** ******** * **** ** **** ** ****** ** ** **** ** * **** *** **** ****** ** *** **** *** ********* ** *** ******** ** *** ********** ******* *** ***** ***** ** ******** ****** **** **** ** ***** ** **** ************ *** ************ On March 30, 2023 at 12:41 AM, ************* wrote:GEMINI,PLEASE RELEASE MY ACCOUNT. I HAVE DONE NOTHING WRONG. IF I HAVE YOU SHOULD BE REVIEWING OR RESPONDING TO ME. I DON'T KNOW WHAT ELSE TO DO. YOU'RE NOT COMMUNICATING AND I DON'T HAVE A WAY TO EVEN CALL YOU. THIS IS BAD. MY NEXT STEPS IS TO REACH OUT TO LOCAL CHANNELS FOR HELP, BECAUSE THIS IS NOT FAIR.On March 27, 2023 at 9:03 AM, ************* wrote:If you read back to all the messages, you guys have been saying the same thing for last two weeks, but I have yet to find a resolution. The way you guys operate needs to be a bit more professional if you want to keep your customers base. Im not happy and hope you have a way to turn this around.Thank you.

  Business Response

  Date: 04/19/2023

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

  
  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.
  

  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:04/11/2023

  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 has been frozen for 10 days, I have sent photos and answers for verification and still the account cannot be unfrozen. Support does not respond to my emails

  Business Response

  Date: 04/14/2023

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

  
  Re: BBB Complaint ID: ********

  
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ******************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, 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: 04/17/2023

  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:04/07/2023

  Type:Customer Service 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.

  Beginning in mid-February, 2023 I have made numerous attempts to get help from Gemini Cryptocurrency Exchange to get a Form **** so that I could prepare my 2022 Income Tax return. This process has been a nightmare and I still have not received assistance from Gemini. The company provides only an online, automated customer service option and therefore, does not allow for phone conversations. The automated system does not allow me to define my problem and, thus, keeps providing me with useless information and keeps me going around and around to useless sites. The various Gemini sites that I was routed to state that Gemini does not provide a form **** since I did not earn more than $600 during the year. The problem is that I need proof that I lost more than $6000. The site stated that Gemini made a deal with ****** to provide Gemini users with a free tax preparation. In order to sign into ****** you were required sign up for unwanted software games, such as, "GamesOrama" and "GamerGalaxy". ****** turned out to be user unfriendly too. The customer service provided was also only available online not via telephone. As a seventy-seven year-old person, I am not an accomplished software user. I needed help and couldn't access it. I still need help in getting my form ****. In addition to all of above, Gemini Earn has a lock on $1000+ of my money since it has gone bankrupt. I would appreciate any advice or help you can give me.

  Business Response

  Date: 04/18/2023

  ***** *** ****
  
  ***********************
  ********************************* ***
  ******** ** *****
  
  *** *** ********* *** ********
  
  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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  
  Gemini is still pending receipt of an email from the email address linked to *** ****** active Gemini account. Once this email is received, Gemini can proceed with assisting ************** regarding their tax request. However, it should be noted that we would not be able to assist with *** ****** tax request until the email from the correct email address is received.
  
  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:04/07/2023

  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.

  Since receiving Gemini's Response Requested email on 3/29 (Ticket ID: ********, I can no longer withdraw cryptocurrency from my account to any external wallet, the system always displays the following error message:Sorry, this USDC withdrawal cannot be completed at this time.Reason: Account Hold: Please respond to our latest inquiry.I have already answered the four questions mentioned in your email on the same day (3/29),And according to your requirements, upload my selfie and related review documents (wallets and transaction details of external exchanges, bank statements, etc.) to Gemini DropZone for your review.As of today (4/7), after a week, I have sent four emails (two review responses, two status inquiries, Ticket ID: ******* is my latest status inquiry ticket).But none of the emails were answered at all.It's like Gemini doesn't have any customer service staff, it's just a shell *************************** the *** incident last year, the assets of customers were frozen so that they could not withdraw their funds, and finally declared bankruptcy. It was not until all funds disappeared that customers realized that it was all a scam.For more than one week, because my assets as high as $82085.19 USD have been stuck on Gemini, I have not slept well for several days, and I only pray that these assets can be withdrawn every day.This whole thing is really ridiculous, Gemini Exchange is a world-renowned exchange.Just to get a simple email reply from you, I have waited for more than one week, and there is still no further action on this matter. Now who should I turn to for help?

  Business Response

  Date: 04/18/2023

  ***** *** ****
  
  **********************
  ************************************************* ****** 
  *************** ** ****** ***
  
  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: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  From 3/29 to today 4/20, my crypto assets cannot be withdrawn from the Gemini exchange for about three weeks.
  However, today Gemini finally gave a reply and lifted the withdrawal restriction on my account.
  
  Many thanks to Gemini for giving me the opportunity to unblock.
  At the same time, I would like to thank the BBB (Better Business Bureau) for its assistance during this period.
  Without the help of the BBB, I may not be able to successfully get a response from Gemini in the short term.
  After all, Geminis customer service takes an average of one week to reply to messages, and the review time is extremely so long.
  It is hoped that Gemini's response speed and quality to customers can be further strengthened in the future to improve the user experience.
  Avoid making customers question for Gemini's security, or even create a sense of distrust.
  
  Thank you. I appreciate it.

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

   

• Initial Complaint

  Date:04/06/2023

  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.

  I sent Gemini Dollar (GUSD) to Gemini Exchange, an exchange where I've had an a separate account in the past. My intent was to trade my GUSD for Bitcoin (BTC), which I did successfully. I now wish to withdraw my assets to my cold wallet, and Gemini is not permitting me to do so under the guise of security hold. They asked me to include a headshot, identification, and a security code + date, which I provided. They responded it was blurry. It is pretty difficult to get all three requirements in the same shot with enough detail (passport and headshot). Nevertheless, I complied again and provided a picture with enough clarity to zoom in and see passport details. I've followed up 3 times since then via email and they have not responded. They are stealing my assets worth approximately $80k at time being. This is theft and shameful. I am willing to provide any and all details. I thought they were more trustworthy opposed to Kraken but I was wrong.

  Customer Answer

  Date: 04/06/2023

  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.

  Your contact must've helped, as they have now replied to me, whereas before they ignored me.

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

  
  

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gemini closed my account on their exchange with no reason given. They didn't allow me to withdraw the funds I had on their exchange first, which they have claimed on social media repeatedly are safe. I have tried to contact their customer service with multiple tickets but no response is ever received. All I wanted from them is to return my funds, which were NOT in their Earn program and should be returned since they closed my account. Now since this is going to the extremes of me having to file this complaint and seek legal counsel, I would like all my funds returned. Gemini currently owes me:****** DOGE (plus interest) - These funds were on their exchange and they denied my withdrawal requests. I deposited ****** DOGE, but they did receive interest for a short time before I removed them from the Earn program, which I did before that program collapsed.1 ETH (plus interest) - This was staked "on-chain" and I have no way to recover these funds without Gemini returning them to me. I staked 1 ETH but it has since received interest payments that were never received.26 APE (plus interest) - These coins were in the Earn program and were in the process of being withdrawn from that program when they closed my account with no reason given. I assume they're playing tricks to keep as much customer money as possible on their ******************** to keep from being insolvent, but closing people's accounts and stealing their money isn't the right way to do it.

  Business Response

  Date: 04/18/2023

  ***** *** ****
  
  ***************************
  *************************
  ******** ** *****
  
  *** *** ********* *** ********
  
  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: 04/29/2023

  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:

   

  Unfortunately, they gave me access to my trading information AFTER the tax deadline, resulting in me losing a significant amount of write-offs due to losses taken on their platform. I don't think this is acceptable. They are also still holding onto my APE coin with no way for me to recover it. The damages suffered as a result of Gemini not taking this issue seriously and ignoring my pleas for help are in the thousands and could be much higher if this results in an audit. I am not happy with this resolution, feel that Gemini owes me an apology and damages, and consider this matter unresolved.

   

  - ****
  
   

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

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

• Initial Complaint

  Date:04/06/2023

  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.

  Hello,On march 24, 2023, I realized without any prior notification that my gemini account had been frozen. When I contacted them through ticket *******, they replied that it was due to a BTC deposit that I made from an external ewallet they deemed associated with suspicious activity. They asked me to do their usual verification of full face selfie and ID with current date and some random numbers they provided, as well as answering their query on the deposit, or else they would closed the ticket. I submitted all that they asked for. Their reply was that they received the information and are working to resolve the issue. This was 10 days ago. I do not think any of them is working to resolve any of this issue. While my account was frozen, they still went ahead and accepted another deposit of about $5600 into my account on transaction hash: ****************************************************************. My account has been frozen with $10,853.71 that were due to pay my month's end expenses. This is atrocious and unacceptable. Also unfortunately during this time, my asset are losing in value.I created another support ticket ******* and then a complaint through their website (ticket *******) that never received any attention. And for days, they haven't been replying to any emails at all.I just realized that it is part of their shady practices, perhaps to the end of attempting to steal money from hard-working Americans. Now I can't sell nor withdraw my assets, but sure I can still deposit into the account - this is nuts. I won't be part of their victims. I need my account unfrozen and my funds released, and I will close my account with them asap.

  Business Response

  Date: 04/18/2023

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

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a same day wire transfer on April 3, 2023 of $2500. *********** are usually confirmed within 3 hours. I sent one today and it says it was completed by my bank, but it doesnt reflect in my account USD balance.

  Business Response

  Date: 04/16/2023

  April 17, 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. 
  
  Gemini is still pending receipt of the FedWire ****/ FedWire Reference Number associated with the missing wire transfer as well as the associated wire transfer form from ******************. Once this information is provided Gemini can proceed to locate the missing wire deposit. However, it should be noted that we are unable to proceed until the requested information is provided.
  
  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:04/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an account with ******************** September, 2022. I also applied for their credit card, and was approved. They needed identification, and I sent it. All was well. Then on 11/2, I requested an email change. It was initiated. Then on 11/3 I received this, Due to a recent account review, ******************** has determined your account must be closed. Unfortunately, we are not able to elaborate on the specifics for this decision.Then from that date till 11/4, I was on the phone and emails daily! Asking the same questions, why, what happened, what can I do? No answers! **************** was horrible! They first started with, send documentation, and well reinstate, to no way for hush hush secret reasons. Ridiculous! I even had a small amount in my account that I cannot withdraw. I also asked for a replacement account and card, or to reapply, no answers. Absolutely horrible experience! Sometimes companies get so big that the little people just dont matter anymore.

  Business Response

  Date: 04/17/2023

  ***** *** ****
  
  ***********************
  **** **************
  ********* ** *****
  
  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 **************** should be able to withdraw all her assets in the form of fiat.
  
  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: 04/18/2023

  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 

   
  Unfortunately, the response from Gemini Trust Company, LLC is a generic automatic response, like all there other responses.  Nothing is actual a personal answer nor action taken to resolve the problem-to make it right.  I was not surprised at all.

  Their legal scapegoat is We believe that we handled *** ******* complaint in a manner consistent with our policies and procedures and our obligations to our customers.  Keeps them from actually going out of their way from actually doing something about the problem.

  Typical of a large company who has mistreated a customer and can get away with it.  Not all big companies, but definitely this one.  
  Yes, I FINALLY got help after all this complaining in withdrawing $17.  But nothing about the credit card nightmare. Im sure Gemini Trust will say thats not their problem, its Gemini Credit Cards problem.

   

   

   

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

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

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a Gemini account and deposited money into in via wire transfer. I have been unable to move the funds into my crypto wallet. This has been occurring since March 17. I have provided the information they requested and have emailed on March 17, March 21, March 24, March 27, April 1 and April 2. All I receive are generic responses.

  Business Response

  Date: 04/08/2023

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