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:03/16/2023

  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.

  I have an account with gemini they decided to closed my account when I send them a message why my account frozen they asked me for some information I provided it to them they never get back to me when I send them a message they told me to wait that's not how you guys should operate if I don't have the answer I need I'm going to file a complaint to fcc Case number from Gemini Ticket ID: *******

  Business Response

  Date: 03/29/2023

  ***** *** ****
  
  
  *************************
  ****************************************************************************************
  
  
  *** *** ********* *** ********
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ********************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter has been resolved, and the 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:03/16/2023

  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.

  They froze my accoubt for no reason. I submitted the required information over a week ago and haven't heard anything back.

  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 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:03/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 4, 2023, 00:53:02 UTC, my $350.00 deposit from my Debit card **** **** to my verified Gemini Trust Company, LLC account cleared my banking institution. I purchased a fraction of Bitcoin that after fees totaled ********** BTC net. Once the Bitcoin purchase was completed, I initiated a transfer to my Personal bitcoin wallet. The transfer was blocked by Gemini with the following automated message:Your transfer requires additional review by our risk team and cannot be completed at this time.I contacted Gemini support (Ticket ID: ******** to find out why since my account and identity were fully established and verified. Gemini requested more proof of my identity, to which I complied. After back and forth, I still was denied withdrawal of the funds.I continued to contact Gemini on a daily base, to no avail.On 3/9/2023 at 8:02 PM, Gemini support wrote:** ***** ***** *** *** ********* **** ************ * ** ******* **** ** **** ** ******* **** ***** ********* **** ******* ************ * **** ** **** ** ****** ** ** **** ** * **** *** **** ****** ** ****** **** ******** *** *** *** ***** *** ** *** ******** ***** **** *** **** * *********** **** *** ******* *** ** *** ******** ****** ****** * ****** ***** ** ****** **** **** *** ****** *** *********** ** **** ******* **** ****** *** *** ** ***** *** ** *** **** *** ********* ** *** ******** ** *** ********** ******* *** ***** ***** ** ******** ****** **** **** ** ***** ** **** ************ *** ***********This was their last response. The situation remains unchanged This email made no sense to me. Of their own admission, a restriction on my withdrawal was applied due to their security system having a mishap. This mishap could have been corrected immediately.Looking at the large number of complaints received by Gemini, I believe there are other underlying issues behind their refusal to release my Bitcoins.

  Business Response

  Date: 03/28/2023

  ***** *** ****
  
  ***************************
  ***** ***********
  *************** *****
  
  *** *** ********* *** ********
  
  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, 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: 03/28/2023

  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. But without this complaint the matter would have never been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/08/2023

  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 am not a computer nor crypto geek.So I decided to use the Gemini site to buy and sale all my cryptos. You transfer money..you buy crypto you want..then you sale them when you want and get your money they are worth at the time of sale...Out of the blue they decided to suspend the sale of certain crypto without warning us. So I have 3 of the crypto I bought stuck. ( saber, ash burn and fida.) I am told that I will have to transfer them onto an external wallet and I am not sure then what am i suppose to do with it and i do not have an external wallet. i want to be able to sale those crypto ..They didn't warn us that they will discontinue the sale of those crypto. one day those cryptos got block and now I have 3 crypto I invested into worth more than 377$ stuck unless i learn to get an external wallet and then not sure what to do next to get the money that they are worth. If they do that then what is the next crypto they will also suspend. if i was a genius at crypto i would have not use their site but have an external wallet and run and control my own crypto and not have their site do that for me. they should be accountable for those crypto they decided to sale and made money on their site and we should be warned when they plan to discontinued a crypto so we can sale them if we decided to especially if people who use that site like me are not savvy in how external wallet and all those things works. Being in ****** one of the ****** rule for them to be able to sale in this state is having the money available that we invest in case we want to get rid of the crypto and get our cash back for what ever the crypto is worth. And now they do not want to let me sale them on their site but try to get me to deal with it on my own and transfer it on an external wallet which is learning another language for me.

  Customer Answer

  Date: 03/11/2023

  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:03/08/2023

  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 wired $5,500 USD to Gemini Crypto Exchange on January 4th, 2023 so that I could exchange it for Bitcoin.This is common practice and Gemini has been around since 2013-2015.The first wire I sent of $1,000.00 USD went very well but not my 2nd wire for $5,500.00.My $5,500.00 plus BTC-Bitcoin profits as of today, March 6th, 2023, total $7,176.53.Gemini has put a HOLD and/or RESTRICTION on my funds, since January 4th, 2023, so I am unable to send them to my Exodus wallet.When I attempt to send my funds to Exodus I get this message:"Sorry, this BTC withdrawal cannot be completed at this time. Reason: Wire Deposit Precaution"This is RIDICULOUS because my first wire was sent in the same exact way from the same exact bank, ***************************** And, I also sent the $1,000 Exodous.Approximatley ***** emails have been sent (attached are the bulk of them) (Gemini Ticket ID: ******* and Ticket ID: ******** Emails have gone back and forth with Gemini as they do not have a customer service phone. Within those emails Gemini requested a selfi from me along with this number "*******" in plain view and holding my drivers license. I did what they requested and emailed it to them.They have confirmed that they did receive it.Then they requested that I answer 8 of their questions, which I did. They have confirmed that they received the answers to their questions.Most of their responses have been very generic, see below:** *********** *** *** ********* *** * ********** **** ******* *** *********** **** *** ******* *********** ** **** ****** ******** ********* *** *** ******* ********** *** ******* **** **** **** ** ***** ******** **** ** ******** **** ******* ** ****** ** **** ** ************** *** *** **** **** *** ******** ****** **** ************** *** ************ * **** ***** * ********* **** *** *** ******** ******* *** **** *** ***** * ******* ****

  Business Response

  Date: 03/20/2023

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

• Initial Complaint

  Date:02/27/2023

  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.

  Ticket ID: ******* My ******************** account has been blocked for security reasons since last year. I was trying to change my cell phone provider and temporary connected my boyfriend's phone number to my Gemini account, which I think was the main reason for them to freeze it. I have provided all requested information such as my identification and bank statement, phone numbers etc. After all, they started asking me about one of my transactions(crypto transfer to a friend's account) that happened nearly 2 years ago and absolutely not related to the original support ticket. And lastly, they asked for a brief projection of my intended activity on Gemini, which I think was absolutely inappropriate. Since when do I have to explain what I want to do with my own finances?! The company stopped replying to my support tickets right after that. Essentially, I have to pay my normal bills and I was counting on the money I have on my account. I have followed up with them every day for at least 10 days, still no response. The business has not tried to resolve my problem at all. I wonder what will happen if eventually I'll get my account back and I decide to withdraw all my funds? Will I get blocked again?! I/m really hoping you can help me here. Thank you !

  Business Response

  Date: 03/07/2023

  ***** ** ****
  
  ***************************
  *** ********** *** ***
  ********* ** *****
  
  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: 03/08/2023

  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:02/27/2023

  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.

  Geminii is holding my ** Dollar cash ($73,000) instead of letting me withdraw it. there are NO restrictions on my account, and ********************* is NOT communicating with me, nor answering my support requests via email and phone.

  Business Response

  Date: 02/28/2023

  February 28, 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.
  

  Customer Answer

  Date: 03/02/2023

  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]

  Geminii has been holding my assets, and will not let me redeem my own bitcoin. This lock on withdrawals started in October 2022. Geminii needs to release my funds.  

   

   

   

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

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

• Initial Complaint

  Date:02/23/2023

  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 made an account with Gemini and verified my account with all documents needed Then Deposited 214.7$ and purchased 1050$ of crypto through my bank account on 02/08/2023 Once the deposits have been successfully made they frozen my account I contacted the support and they asked me again for my ID and asked me for pictures for me with my ID and I provided that immediately Since then they never responded to my emails asking for an update or at least a timeline to solve a problem i have nothing to do with. Many other people waited for months and never got a response I was supposed to deposit that money in order to trade on their platform, but now I dont have my money, or access to my account to do anything with it and I dont even have a response from the customer service. Ticket number *******

  Business Response

  Date: 03/07/2023

  ***** ** ****
  
  ***** ** *****
  **** ************ *** ****
  ******* ** *****
  
  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:02/23/2023

  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.

  Over a few weeks ago there was a security hold put on my account. I tried to figure out what the problem is. I notified Gemini right away and asked that this problem be resolved. I emailed them almost everyday in the first week. They kept telling me there customer service is looking into it. Nothing is being done and I feel like they keep running me around in circles. I am fed up and I want my money returned to me immediately. Can you help?

  Business Response

  Date: 02/26/2023

  ******** *** ****
  
  *********************
  ***** *****************
  ********** ** ***** **
  
  *** *** ********* *** ********
  
  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: 02/27/2023

  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]

  Still no clear direction, when we have our money back?!!

   

   

   

   

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

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

• Initial Complaint

  Date:02/22/2023

  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.

  I made an account and I cant send crypto over to my wallet I have tried getting in touch with Gemini but have had no relevant help

  Business Response

  Date: 03/06/2023

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