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:02/17/2023

  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.

  My email address was hacked by Gemini and it show up as a dark web and I would like to be removed from there list and have my Gemini account to be canceled and my major data deletedI was rejected for a credit card for weird reason they provided a false credit score from webank .. my credit score is 713 not 656 Please cancel my Gemini account I dont want be a victim

  Business Response

  Date: 03/01/2023

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

  
  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 we have closed **************** account as requested.
  

  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: 03/01/2023

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

• Initial Complaint

  Date:02/17/2023

  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.

  For over a month and a half I have been attempting to have Gemini Trust return my deposit money going through endless hoops such as continually asking me to verify my bank account information, deposit money back to Gemini on an account that has been verified four times now, stall the withdrawal process by asking me to verify my account, telling me to check bank wire information by going to my bank which I have done three times now to reverify verified account information, not providing me with information contacts for their compliance department, etc. Having spent countless withdrawal attempts and emails to rectify the issue of Gemini not returning my money, several days ago they recently wired me my small CAD balance. After this was completed I attempted once again to withdraw my USD Balance that is being frustrated once again with Gemini telling me that I can not withdraw this balance into an account that is not verified and to verify the account I must deposit money to Gemini from an account that I have verified four times now. This has been the most mind boggling, time consuming, frustrating experience I have ever had withdrawing my money from a so called Trust Company, I have numerous other accounts and the withdrawal process takes about three minutes and two or three steps and none of them ask me to deposit money back into an account that they have all the information on and is verified. As mentioned I have been at this for six weeks now 3-4 times a week. I simply want my USD Balance back. Any help you can provide me is most appreciated and if you have anymore questions or would like me to forward you all or some of the back and forth email correspondence, please let me know.Thanks Again for any help in this matter.

  Business Response

  Date: 03/02/2023

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

• Initial Complaint

  Date:02/16/2023

  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'm an active user of ********************. I went to withdraw a few types of cryptocurrencies and received a message stating that there was an Account Hold and I needed to respond to their most recent inquiry. However, I, like many of their users, never actually received any contact from them before or after this Hold was put in place. I would like them to upload proof of this communication for the BBB to review.I would also like a statement explaining exactly why this has occurred in the first place. I have a fully verified account with 2-factor authentication and use a whitelist of approved addresses. Unless someone got my password, stole my phone, and then tried sending crypto to an approved address that I own - I don't see how they could have any reason to put a Hold on this account.And most importantly, I would like them to process my 2 ACH withdrawal requests so I can get my money off this exchange since I think there's too much risk involved in using them at this point.For any other users reading this, I would highly recommend filing complaints with the SEC, FTC and the ****** You may also want to reach out to your state's ************************ along with the ** Attorney General.

  Customer Answer

  Date: 02/24/2023

  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.

  IMPORTANT:  this was my fault.  I did not realize that Gemini had contacted me via email a couple weeks before freezing the account.  I must have missed it, but I did find the original email after submitting this.
  

  My fault, not theirs :(

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

  
  

• Initial Complaint

  Date:02/15/2023

  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.

  I sold Cryptos (Bitcoins) and withdrawal the money to my back account but the money was not received. The company has stopped communicating with me, they have blocked my email and when I contact them with online form (SendFavely), they won't respond. Attached is snapshot from my account showing Status as not complete.

  Business Response

  Date: 02/21/2023

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

  
  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: 04/06/2023

  Better Business Bureau:
  
  I have resolved this issue with Gemini.  You can go ahead to close this case.
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:02/14/2023

  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.

  Since Jan. 3, 2023 I've been unable to sign into my Gemini crypto acct. Despite using my correct password, My screen reads that it's not the one on file. I've attempted to reset, but receive no authorization code in my email or spam. I've emailed support numerous times to no avail. Three times I've called Gemini cc to manage my credit card, and my problem logging in was forwarded to them by customer service. I've yet to receive the promised email. Finally, I left a message on their listed number which they do not answer. Without the ability to sign in or reset password I cannot manage my crypto acct, nor my Gemini credit card, nor can I retrieve 2022 **** information to do my tax return. As things stand I do not have the ability to get through to them. Please help!

  Business Response

  Date: 02/28/2023

  ******** *** ****
  
  *********************
  **** ******** * *
  ********* ** *****
  
  *** *** ********* *** ********
  
  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, 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:02/10/2023

  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.

  On December 1, 2022 a report was made to Gemini by email that a suspected $5000 was taken by Gemini from my savings account which I did not authorize. As a result Gemini "froze" the account. After I had fully verified the source of the transaction that same day, I sent another email explaining that I had resolved the issue, which was purely an error on the part of my husband, Gemini requested my identification (ID) among other things to re-activate my account. On December 14, 2022 I received the following email showing the receipt of **********BTC or US$60, ******, previously initiated with another trading company and sent to my E-******* with Gemini : Hi ********,We've received your deposit of ********** BTC. These funds will be available for trading and withdrawal in your Gemini account once they have 3 confirmations on the Bitcoin network.Transaction hash: **************************************************************** Output index: 6 If you have any questions, please contact customer support. We're here to help.Team ******************** On Dec 15 I got this follow up email confirming receipt. ---------- Forwarded message ---------F**** ****** ********************************************* **** *** *** ***** ***** ** ******** **** ******* ******* *** **** ********* *** *************************** ********************* ************* ******* ** ********** *** *** **** ********** ***** ***** *** *** ********* *** ******* *** ********** ** **** ****** ******************* ***** **************************************************************** ****** ****** * ** *** **** *** ********** ****** ******* ******** ******** ***** **** ** ***** ******** ****** **** **** **** *** ***** *** *** **** *** *********** ** **** *** *** ********* *** ********* ********* **** ******* ******** ********** ** ******** ******** ********* ** ***** ****** ******* ** *** ********** ** ******* **** *** ********* *** *********** ******* * **** *** ********* ********** ** ** ******* ** * *** ******** ** ******

  Customer Answer

  Date: 02/13/2023

  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:02/03/2023

  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.

  From May 2021 to current date I have invested a total of $8,000.00 with Gemini. I have been unable to withdraw my money from my account because ******************** suspended all redemptions in November 2022.Purchase Transaction History ETH:5/12/21: $3000.00 2/4/22: $1000.00 3/15/22: $1000.00 BTC:5/19/22: $2000.00 GUSD: 12/6/21: $100.00 2/4/22: $900.00

  Business Response

  Date: 02/06/2023

  ******** ** ****
  
  ***********************
  *** ***************** *** ***
  ********* ** *****
  
  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: 02/06/2023

  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: 

  
  

  
  

  The response states that "... 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 response does not provide a resolution to my compliant nor a specified timeframe within which they expect to be able to resolve my complaint. The only timeframe given is "...as quickly as possible" which is an unacceptable response.

   

   

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

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

• Initial Complaint

  Date:01/30/2023

  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.

  I created an account on Gemini back in 2021 and rarely used it. I attempted to close my account today, as I had received word last month that the email was leaked in a Gemini data breach last year. I found that I was unable to close my account as I still had $.63 cents left in my account and in order to close the account, I need to withdraw the funds. In order to withdraw the funds, Gemini wants me to verify my bank account by having me conduct a wire transfer from my account to an account owned by Gemini. I absolutely DO NOT in any way feel comfortable doing this because of the data breach. I do not want to put anymore of my information on their website, which includes my bank account information. I am requesting that Gemini mail me a check to the address on file for my remaining account balance and to assist with the immediate closure of my Gemini account, as I am very concerned about my personal information being a part of their data breach and I have very little confidence in the company to safeguard my current data or any future data added to my account.

  Business Response

  Date: 02/09/2023

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

  
  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. We have closed *** ******* account as requested.
  

  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:01/30/2023

  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 received a new iphone and entered the Gemini website. I was immediately locked out on December 24, 2022. I sent more then *************************************************************** current date and ticket number. I did this...three weeks later the account was unfrozen but my tokens were not restored. There is $32,000 in tokens missing from my account.OI have emailed more than 20 times..I contacted support on ******* as well. I contacted the legal department. Nothing

  Business Response

  Date: 02/13/2023

  ******** *** ****
  
  
  *****************************
  **** ************************************************************************************ **
  
  
  *** *** ********* *** ********
  
  
  Gemini Trust Company, LLC (Gemini or we) has reviewed the complaint filed by ******************. We appreciate this matter being brought to our attention and the opportunity to respond. Please note this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  

  Please note that we have placed a restriction on *** ******** Gemini account on December 24, 2022, when he initially reported potential account compromise. This restriction has since been lifted after ****************** confirmed that he had completed the necessary steps to secure his account. ****************** is currently disputing the missing cryptocurrencies in his account. Gemini is currently reviewing ********************** account activity and will provide him with a response once the review has been concluded. In the meantime, we kindly request that ****************** reviews his accounts transaction history for a better understanding of the transactions in his 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.
  

  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:01/27/2023

  Type:Sales and Advertising 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.

  Over 2 weeks ago there was a security hold put on my account. I tried to figure out what the problem is. 2 weeks ago I notified Gemini and asked that this problem be resolved. I emailed them almost everyday for the 2 weeks till today. They kept telling me there customer service is looking into it. Two times they sent me an email asking me questions. Once I answered them and told them I want my money back and I want to close the account. They sent me the same questions yesterday. 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? As of today the amount owed to me is $3,546.85

  Business Response

  Date: 02/07/2023

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

  
  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 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.