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:01/24/2023

  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.

  Gemini data was breached in November/December 2022. My account information was stolen. My account was hacked December 21, 2022. I immediately informed Gemini within minutes. They froze my account. The hackers locked me out of my account until Gemini was able to give me access January 10. My Bitcoin was withdrawn December 23 and December 24, 2022 while the account was frozen. There was also a bank transfer that I called the bank to transfer. Gemini is taking no responsibility for the breech or stolen assets. They are blaming it on me.

  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 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 due to potential account compromise. Gemini is still reviewing *** ******* account activity including the unauthorized withdrawal reported by ****************. Any restriction put in place due to the potential account compromise cannot be lifted until the investigation has been completed. Once this process is completed, Gemini can proceed with removing the restrictions from his account. However, it should be noted that the restriction placed on *** ******* account cannot be removed until the process is completed. 
  

  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: 02/22/2023

  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 company gave me access to my account and restored 99% of the stolen crypto. Today the company told me I had 5 days to transfer my account. I sold my crypto and tried to add my bank account to transfer. I was unsuccessful in adding the account, the company is trying to assist me.

   

   

   

   

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

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

  Customer Answer

  Date: 04/21/2023

  Company paid me and resolved issue

• Initial Complaint

  Date:01/23/2023

  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 am writing to request assistance with accessing my account. I have been attempting to sign in to my Gemini account or reset the password for several months now, but I have not been able to do so. When I try to reset the password, I do not receive the authorization code via email. I am concerned that my account *** have been compromised.I have made several attempts to contact Gemini and have filed a complaint with the SEC as well.

  Business Response

  Date: 02/06/2023

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

  This matter is pending ***************** response to our emails. Please note that we have placed a restriction on ***************** Gemini account due to potential account compromise. If ***************** email address has been compromised, she will need to reach out to Geminis Customer Support Team from an alternate email address for us to assist her in gaining access to her account. Until *************** follows the instructions sent by Geminis Customer Support Team on January 26, 2023, her account will remain restricted.
  

  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:01/20/2023

  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.

  Gemini has place a security hold on my account and refused to release my fund. i have sent email to the support since 4 days and they have not responded to my email or resolved the issue. there is a total of $7,800 that is on hold which was placed on the 10th of January 2023. And even till now they have not responded or given a reason for placing a hold on my funds.

  Business Response

  Date: 02/03/2023

  ******** ** ****
  
  
  *************************
  *** *********************************************** **
  
  
  *** *** ********* *** ********
  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 additional information from *************. Once this information is provided Gemini can remove the withdrawal hold from her account. 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:01/10/2023

  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.

  Data breach at Gemini Exchange allowed my data to get out. I was informed by LifeLock that my account information was out on the Dark Web.I froze my Gemini account so that I could update my profile information and implement a 3rd part 2FA for login. On Dec 22, 2022 I asked Gemini to un-freeze my account. I provided all the data asked of me that same day. Its now January 9, 2023 and my account is still frozen, and Gemini customer service no longer responding to online inquires. Gemini has no customer service phone number to call and all inquires have to go through their website. Gemini's customer service is the worst I have ever seen of a financial institution.

  Business Response

  Date: 01/25/2023

  January 25, 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 waiting for ************** to complete the password reset process. Once this is completed Gemini can proceed with unfreezing their Gemini account. However, it should be noted that the restriction placed on **************** account cannot be removed until the requested process is completed.
  
  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: 01/25/2023

  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:

  I was asked last week to provide a second set ID photo's and perform an account password change. I have complied and they still have not restored the account. The account has been frozen since Dec 22, 2022.

  I suspect they are slow walking restoring the account due to the financial loss from the ******* ********** (**************************************************************************************************************) which cost them billions in dollars (*************************************************************************************************************). 

    

  Sincerely,

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

  Customer Answer

  Date: 05/04/2023

  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.
  
  

  I just wanted to thank you all for the help in resolving this complaint. I was locked out of my account for months, but soon after this compliant was filed, they became more helpful in restoring my account. I have access restored to my account with ******************** and the complaint has been resolved.

   

  Thank you for your assistance.

   

  Sincerely,

   

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

   
  
  
   
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  On 12/19/22, my Gemini account was suspended. I had reached out to the company, as I wasn't receiving the text code to login. They informed me that it was a problem in their system that has since been remedied and that my account was suspended "as a precaution". However, my account remains suspended even though I can now log in and have done nothing wrong to cause this continued suspension.I have transferred millions of dollars in and out of this account for years - all via the same linked bank account. I also recently provided Gemini with my drivers license and my passport. They have not provided me with a reason that my account is suspended other than "for precaution" and are refusing to return the funds to the linked bank account on file.I currently have $200,000 in USD sitting locked with Gemini. I am seeking immediate restoration of my funds and the unfreezing and/or closure of my account. These are **** funds NOT TIED TO EARN OR ANY SUCH PROGRAM and should be released immediately.Gemini consistently states that it is a full-reserve exchange and custodian and that all non-Earn customer funds are held 1:1 and available for withdrawal at any time. Thus, my desired resolution shouldn't be difficult to achieve.

  Customer Answer

  Date: 01/06/2023

  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.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  Its been over 2 months and my issue has still not been resolved. I have over *********************************** Gemini with no way to withdraw it. They keep just replying with Our team is currently working on resolving this situation for you, we truly apologize for the delay. they never answer any of my questions, just gives the same reply over and over again. Customer service is really unreliable and waiting over 2 months to move my money is really irritating as well.

  Business Response

  Date: 01/06/2023

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

  
  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.

• Initial Complaint

  Date:12/27/2022

  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 Trust Co LLC is not giving my money back. Despite the company guarantied his own GUDS, they are not giving my money back. I requested to withdraw my money on Nov 16, 2022 and the message showed that my money must be available by Nov 22, 2022. However, util now Dec 26, 2022 they couldn't back the money. They even refuse to give me a good reason for this.

  Business Response

  Date: 12/28/2022

  ******** *** ****
  
  ***************************
  *** ********** *** *
  ******** ** *****
  
  *** *** ********* *** ********
  
  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: 12/29/2022

  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]

   Gemini Earn program agreement did not allow Gemini to lend people's money to another company. I never consent Gemini to lend my money to others. Gemini was not a mediator, this not written in the agreement. 

  Gemini is fully responsible for the Earn program and any financial relationship between Gemini and other companies are not related to the costumers. 

  We the people have trusted Gemini NOT any other companies and Gemini must take the full responsibility to return people's money. This is a matter of trust and Gemin had lent our money to another company without our consent. 

  Best regards, 

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

   

   

   

   

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

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

• Initial Complaint

  Date:12/27/2022

  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 received notification that my information had been compromised, due to this and the fact I have never used gemini for trading. I went to close my account, no less than 2 times, I have clicked the CLOSE ACCOUNT link, and typed "CLOSE" as directed, however, my account still remains.Since your company allowed my information to be compromised, you will need to IMMEDIATELY DELETE ALL INFORMATION REGARDING my account.This is the ONLY solution I will accept.

  Business Response

  Date: 12/28/2022

  ******** *** ****
  
  *************************
  ***** ******************************************************** **
  
  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.
  
  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:12/27/2022

  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.

  I have a Gemini Trading account since 2021. On 05/12/2022, I applied for the Gemini credit card online, got approved and got email that card will be received in few days. Since no card was received, I contacted Gemini customer service and ticket ******* was opened in May 2022. For the last 7 months, I have been sending emails every month asking for card status and the only reply that I have got from Gemini is 'Issue has been escalated. Team is working on the issue and will reach out'. In August, Gemini asked me to reapply for the credit card but that also did not work. How can this issue be unresolved for 7 months? I have wasted my time waiting for the Gemini credit card and in turn have lost money since I was not able to get the crypto cash back rewards available to credit card customers. I have never heard of any company having an issue unresolved for 7 months. Please have the company provide resolution by issuing my credit card.

  Business Response

  Date: 01/05/2023

  ******* ** ****
  
  *******************
  *** ***********
  ************** ** *****
  
  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, however, this complaint should be addressed to Gemini Constellation, the credit card entity, not Gemini Trust Company, the crypto exchange entity. As we are two separate business entities Gemini Trust Company is unable to respond to this complaint. Please redirect your complaint to Gemini Constellation.
  
  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 apologize for any inconvenience experienced by *** ******** as a result of this matter.  
  
  Best, 
  
  Gemini Trust Company, LLC.
  

  Customer Answer

  Date: 01/05/2023

  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.

  I will file a new complaint against Gemini constellation as per feedback from Gemini trust.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Gemini provides a high yield saving service (gemini earn) and promised withdraws within a week. I tried to withdraw my fund (10k dollars) a month ago but its still pending.

  Business Response

  Date: 12/28/2022

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