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:04/03/2023

  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.

  They freeze my account without any notice or notification and asking me to send my photo and photo of my ID to third-party provider.

  Business Response

  Date: 04/16/2023

  ***** *** ****
  
  ***************************
  ***************************
  *** *******************************
  
  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 a verification photo from ******************. Once this photo is provided Gemini can proceed with reviewing the withdrawal restriction. However, it should be noted that the restriction placed on Mr. ******** account cannot be removed until the requested photo 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.
  

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  As mentioned in my primary in my main complaint I dont trust to any third party service to provide my personal photos with my ID

   

   

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

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

• Initial Complaint

  Date:03/31/2023

  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.

  Frozen withdrawals from Gemini Earn program. I initiated a withdrawal for ********** BTC on November 30, 2022, and was told these funds would be made available in my main Gemini account on December 7, 2022. However, my funds are still being held 5 months later, and I want to find the fastest resolution to this problem. Upon further research, I found out that Gemini used a third-party vendor, ******** to host their earn program. This was not made clear or obvious under their terms and conditions. They also changed their terms and conditions during December claiming that there would be a risk of total loss. This was also not part of the initial terms I signed up for in April of 2021. On February 10, ******* and its creditors agreed to draft a PSA for $100 million to help earn users recover their assets. They said the process would take a month, yet I have not received any updates on my withdrawal.

  Business Response

  Date: 04/10/2023

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

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

  
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ************** with the Better Business Bureau and appreciates the opportunity to respond.
  

  Gemini Earn is a lending program through which customers may choose to lend their digital assets to certain institutional borrowers and earn interest on their loan. Gemini Earn funds are held by *********************** LLC ********* and lent pursuant to a service-level agreement between Earn users and ******** with Gemini acting as an agent for the Earn user. On November 16, 2022, ******* announced that it had paused withdrawals of Earn user funds and as a result would not be able to meet customer redemptions within the service-level agreement timeframe. 

  We are working with the ******* **** towards a resolution aimed at helping Earn users redeem their funds from the Earn program as quickly as possible.
  
  This does not impact any other Gemini products and services. Gemini is a full-reserve exchange and custodian. All non-Earn customer funds held on the ********************** are held 1:1 and available for withdrawal at any time.  
  

  We endeavor to provide Earn users including ************** with more information regarding their Earn withdrawals as we receive it. 
  
  Best,
  Gemini Trust Company, LLC.

• Initial Complaint

  Date:03/30/2023

  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.

  this has been an on going issue with Gemini and I am getting no response, this started in 2021 when I made a one time deposit in a Gemini account, I did not buy any crypto until Jan 2022, in Febuary of 2022 three ach transfers of $5000 each were taken out of my savings account at ************** When I realized the transfers were sent to Gemini I tried to get into my account and couldn't, I immediately contacted customer service and went through all the verification to access my account. It looked like someone had hacked my account and made the ach withdrawls from my savings into my gemini account and proceeded to buy bitcoin, the hackers managed to then sell the bitcoin as well as withdraw the other coins I had bought with $200 of the original $500 I funded the account with, the account was frozen before the hackers could sell the remaining bitcoin purchased with the 3rd $5000 ach withdrawl. At this point the only thing remaining in my account was the bitcoin the hackers were unable to sell before the account was frozen, ************* reimbused me for the $15000 withdrawls and my account numbers with them were changed, Gemini debited my account $10000 and said that I needed to bring my account to good standing before I could trade anything out of it, I have been trying to resolve this matter for over a year, the last time I was able to access my account I saw that Gemini sold the remaining bitcoin in the account, I now have no way to recoop any of the money debited by Gemini I can't even get into the account, I did everything Gemini told me to do, I filed a police report I opened a *** investigation and I haven't heard anything, everytime I inquire about my account I get a different person who eventually says the complaint is moving to the next level, all I want is to close this account and have nothing more to do with Gemini but since there's a loss in the account there is nothing I can do, Moneywise I am out $500 with my initial deposit, its the debit from Gemini I worry about

  Business Response

  Date: 04/10/2023

  ***** *** ****
  
  
  *************************
  ********************************************************
  
  
  *** *** ********* *** ********
  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 we have closed *** ******* Gemini 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:03/28/2023

  Type:Service or Repair 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.

  I sold and then withdrew my portfolio a month or so more ago. My funds are apparently in some type of limbo. I reached out to their customer service of which it doesn't appear to be any sort of human behind this as it spat out some automated response and didn't even come close to answering my inquiry. Now, no one is responding to my emails. At one point, someone said my funds are in one place when they simply are not. I cannot withdraw or even buy anything else.

  Business Response

  Date: 04/08/2023

  ***** ** ****
  
  *************************************
  *** ************
  ********* ** *****
  
  *** *** ********* *** ********
  
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ****************** with the Better Business Bureau and appreciates the opportunity to respond.
  
  Gemini Earn is a lending program through which customers may choose to lend their digital assets to certain institutional borrowers and earn interest on their loan. Gemini Earn funds are held by *********************** LLC ********* and lent pursuant to a service-level agreement between Earn users and ******** with Gemini acting as an agent for the Earn user. On November 16, 2022, ******* announced that it had paused withdrawals of Earn user funds and as a result would not be able to meet customer redemptions within the service-level agreement timeframe. 
  
  
  We are working with the ******* **** towards a resolution aimed at helping Earn users redeem their funds from the Earn program as quickly as possible.
  
  
  This does not impact any other Gemini products and services. Gemini is a full-reserve exchange and custodian. All non-Earn customer funds held on the ********************** are held 1:1 and available for withdrawal at any time.  
  
  We endeavor to provide Earn users including ****************** with more information regarding their Earn withdrawals as we receive it. 
  
  
  Best,
  
  Gemini Trust Company, LLC.
  

  Customer Answer

  Date: 04/11/2023

  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:

  [This is a similar BS answer I have gotten.  Frankly, I'm surprised (and relieved at the same time) you received a response altogether.  I have emailed and replied to their emails almost every day since getting BBB involved, which I MUCH appreciate your endeavor, and not a peep from Gemini.  Shame.  But this doesn't solve anything.  "We're working on it?"  How long are you working on it?  I have to again sit and wait for someone to click a magic button?  There is a either a bug with their system or someone just isn't doing their job.  I sold and clicked to have my funds deposited to my banking account MONTHS ago.  My funds are in an invisible limbo and no one can do anything about this?  Come on.  I cannot wait to just get my money and delete Gemini from my life.  ****** press further.  Thank you.]

    

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

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

• Initial Complaint

  Date:03/27/2023

  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 Opened an account on 3/17. They closed the account due to a security risk. I am the least financially risky person I know. I personal believe, but have no proof it's because I work for the **** of ******** With that being said private companies can close whatever accounts they want. Gemini said they would cancel my pending transfers on 3/18. I had two ACH transfers that I signed up for on 3/17 and 3/18. Those were not stopped. In fact one was stopped by me four days later and they retook it out under a slightly different name 5 days later. According to their policy all money was supposed to be refunded within 4 days. I still do not have a refund on my $3000. $2000 were ACH withdrawals and the other $1000 were debit card withdraws.

  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 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 a recent bank statement from ****************. Once this document is provided Gemini can proceed with adding the bank account and assist with the fund withdrawal. However, it should be noted that the restriction placed on ****************** account cannot be removed 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:03/24/2023

  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.

  Gemini has held my funds since February 16th 2023. I created an account to be able move funds and trade crypto. Immediately after receiving my funds Gemini froze my account and my assets. I have attempted to reach them over several different mediums but have not received more than an automated reply saying a ticket has been created. I need this money back. I need communication. I am worried Gemini is going insolvent and fraudulently using or stealing my funds to cover their own debts.All needed proofs for verification process was submitted and approved by Gemini but the account is still frozen for over a month now.I would like Gemini will activate my account.Thank you.

  Business Response

  Date: 04/06/2023

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

  
  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 addressed, enabling her to withdraw 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.
  

  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: 04/24/2023

  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:

  Hello,
  Gemini unfroze my account and I completed all the steps required per Gemini's email to withdraw the funds. My funds never reached the account of a final destination. 
  After that transaction my account was blocked by Gemini immediately though I had five more business days to keep account opened and check everything.
  I have no idea what's happened but all my money disappeared. Funds didn't show up on the account - receiver ( my wallet ). 
  Are they still on Gemini's account I have no idea because there is no way for me to check. Why the transaction/transfer has not been completed in an appropriate manner I have no information. 
  The situation became even worse. The account is permanently closed, BUSD disappeared. 
  I emailed Gemini a week ago and asked them to provide the information/ details. No response has been received.
  
  Sincerely *****  

   

   

   

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

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

• Initial Complaint

  Date:03/20/2023

  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 November 21, 2022 at 9:51:07am I initiated a withdrawal/redemption of $27,822.31 or ********** BTC and as of today, March 19, 2023 the status of this request still shows pending with no further information. I should receive my assets with interest since they have held it since my request in November. I have contacted Gemini via email and phone several times over the months and have not had any success. I have received emails back saying they are working on my request but nothing has changed and I believe the email to be a generic auto response. Their phone has goes to a blank answering machine. My additional assets of over $3,000 are tied up as well with Gemini and they are blocking me from removing them from their exchange.

  Business Response

  Date: 04/02/2023

  ***** ** ****
  
  *****************************
  *********************************************
  ******** ** *****
  
  *** *** ********* *** ********
  
  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 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 email reply answering questions regarding their Gemini account from ******************. Once this information is provided Gemini can proceed with investigating further and assist with the cryptocurrency withdrawal. However, it should be noted that the restriction placed on *** *********** account cannot be removed 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:03/20/2023

  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 use the cryptocurrency exchange, Gemini (gemini.com). I authorized a transfer of ********** *** from my cold storage wallet (**********************************) on December 27th, 2020, but Gemini withdrew ********** instead (Transaction ID: ****************************************************************). The approved amount was added to the exchange, where I later sold it. The remaining ********** *** was sent to another wallet, where it still resides today (**********************************). I only learned of this negligence today, when I purchased more Bitcoin and looked at my wallet address that I wanted to have it sent to.I've tried contacting Gemini Support, but have not been provided with a satisfying response as to whether they will return the ********** ***, or if they're even able to, or a timeline for resolution. In addition, Gemini immediately deactivated my account, so I'm unable to retrieve separate cryptocurrency that I have on the exchange worth approximately $5000). They have not indicated when or if my account will be reactivated. The email address that I've been communicating with them with is *********************************** They have not called me on my phone at my request either. I'm concerned that my funds on the exchange could be hacked, so I want to transfer the *** to my cold storage account immediately. The misplaced ********** *** is worth approximately $7750 at this moment and trending upward. This totals to approximately $12,750 that I cannot access, due to Gemini's negligence. I would like BBB to help me get my account re-activated immediately so that I may move my funds. I'm working with the SEC, FTC, and *** to try to recover the misplaced Bitcoin.

  Customer Answer

  Date: 03/21/2023

  At this time, I have been contacted directly by Gemini Trust Company, LLC regarding complaint ID ********, however my complaint has been partially resolved because:

  I made a huge mistake and owe Gemini an apology. The other Bitcoin went to a Trezor Change Account, and it is not lost. I'm going to cancel all of the reports I made now. Once this account is unlocked, I will have access to all of my BTC. It will be completely resolved once the account is unlocked. I understand that this is an important security measure when potential fraud is detected, so they were right in locking the account when I notified them of an issue.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 04/08/2023

  ***** ** ****
  
  ***********************
  **************************************************
  ********** ** ***** **
  
  *** *** ********* *** ********
  
  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:03/20/2023

  Type:Product 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.

  I have been an account holder for several years, and just like many of their users I received the following message when I tried to withdraw 23k USDT to another wallet: "Sorry, this USDT withdrawal cannot be completed at this time. Reason: Account Hold: Please respond to our latest inquiry". I have never received any kind of inquiry from them, the wallet I am transferring funds to has been used many times in the past, I have 2-factor authentication enabled, and they have no reason to freeze my account. It is very strange to me that they can fraudulently just hold hostage $23k without any sort of explanation. I tried reaching out to their customer support by creating a ticket, however all of my emails have gone unanswered. I have transferred quite a bit of money and cryptocurrencies to and from Gemini over the last couple of years, but given their recent troubles I am wondering if stealing people's money is their exit plan. I hope more and more people start filling more complaints with the SEC and the Attorney General to ensure this fraudulent company does not get away with these tactics.

  Business Response

  Date: 04/02/2023

  ***** ** ****
  
  ***********************
  **** ************ *** ****
  ************* ** *****
  
  *** *** ********* *** ********
  
  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 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: 04/03/2023

  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:

  This issue has not been resolved. My account is still unable to transfer crypto currency outside of Gemini. Here is one such example:

  Sorry, this FTM withdrawal cannot be completed at this time. Reason: Account Hold: Please respond to our latest inquiry

   Once again there has not been any kind of inquiry, their customer service is not helpful at all, and my account is still unable to transfer crypto for absolutely no reason.

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

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

• Initial Complaint

  Date:03/16/2023

  Type:Customer Service 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.

  Gemini will not allow me to move my assets off of their exchange. I have sent countless emails to customer support team only to receive no response. Each time I try to move my assets I get a message saying there is a security hold, even though I've gone through their verification process. This issue is ongoing its been 60+ days. I seem to be having the same problem as so many others. I seek a **************** to this problem. Just give me back my funds they're holding hostage!

  Business Response

  Date: 03/29/2023

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

  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 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: 03/29/2023

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

  
  

  Only after a ton of back and forth emails which culminated in me threatening to file a class action lawsuit. Only then did they remove the restrictions and release my funds. Its unfortunate it took filing two complaints with BBB and CFPB and on top of that threatening to *** simply to be able to access my own money. Do yourself a favor and stay away from Gemini. 
  
  Sincerely,
  
  *************************