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:12/23/2022

  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.

  I deposited $26 via PayPal on 12/15/2022. Shortly after I wanted to withdraw my funds as I did not like the platform or fees that they charge per transaction. Gemini would not allow a withdrawal to my original funding source but instead required me to do another deposit in the form of a wire transfer to verify my bank. I completed a wire transfer as requested which cost me an additional $10 fee through my bank and then Gemini decided to freeze my account and rejected the wire transfer. Due to them freezing the account, I cant get my funds withdrawn, was unable to verify my bank with cost me an additional $10 that is not refundable, and has put me through the hassle of going through a process to unfreeze my account. I would like my deposited funds as well as the $10 fee I lost due to them freezing my account and rejecting the transfer refunded for a total of approximately $36. Afterwards I would prefer the account be closed permanently.

  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 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:12/20/2022

  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.

  Gemini is not responding to any of my emails again, I sent two ACH transfer weeks ago, both ACH is cleared, ready to trade and withdraw, when i tried to withdraw gemini restricted my account saying I should submit a photo holding my ID, date and my ticket ID, I did all of that, my account is still restricted to withdrawal, this is totally unfair so far I have lost $5000 in bitcoin because they wouldn't allow me trade or withdraw. I have both email gemini sent me when my ACH transfer was cleared and receive and they said I can now trade and withdraw, so why was my account restricted? can gemini please release my account to withdraw then they can close it if they want, I'm tire I'm losing money. Here is my Ticket ID: *******

  Business Response

  Date: 01/03/2023

  ******* ** ****
  
  
  *****************************
  ***** ****************************************************** **
  
  
  *** *** ********* *** ********
  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 a bank statement from ****************. Once this information is provided Gemini can assist to link the bank account and assist with the fund withdrawals. However, it should be noted that the restriction placed on **************** account cannot be removed until the requested documentation 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:12/19/2022

  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.

  My ETH went missing this morning. I tried withdrawing 2 ETH and some of my other crypto over a month ago and now that ETH isn't showing up within the balance as being in the withdrawal phase. My money/ETH is now missing, and Gemini still have the same malarkey listed as a message regarding why for at least a month or two, which is probably as long as I have been waiting for my crypto to clear, so I can remove it from Gemini. I believe now I want to remove all of my crypto from Gemini because they don't seem safe, especially if money/ETH is disappearing from one's balance, and they think no one will notice this huh? I want my funds Gemini. I am not a millionaire or billionaire (smells like another FTX to me right now unless my funds show up, and I am able to remove crypto soon). We are all bleeding and don't need millionaires and billionaires stealing from the public. The other scam with them is the credit card I applied for and never got. I used to like the company but now they're lost my trust.

  Business Response

  Date: 12/27/2022

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

• Initial Complaint

  Date:12/19/2022

  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 December 1, I sent a wire transfer to Gemini, and the funds appeared on my account, I purchased the ***** but when I tried to withdraw, I got the message that my account was under a security hold. I contacted support as instructed. They asked me to take a selfie with my ID. I did and sent it to them. They responded on December 1 that they had received it and would follow up on the next steps. Today is December 16, and they haven't responded. I've followed up with them without any response.The company holds my money hostage under false pretenses.

  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, 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: 12/29/2022

  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:12/16/2022

  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.

  I have been using their Gemini Earn program since early 2022 which allowed better interest rates. I never saw any fine print mentioning a third party lender or that I could lose my funds. Gemini never asked me to sign a legal agreement to loan my crypto. I have a significant sum of money invested here and it is my life's savings - it means everything to my financial health and wellness. They paused the program and renamed it from Gemini Earn to just Earn. I can't get my funds out and have been waiting since November 16, ************************************************* their agreement they did say I was entitled to have my funds in no longer than 5 days whenever I requested it. I'm experiencing emotional impact from this situation, I need my funds and have been reaching out constantly only receiving generic canned responses. I never signed a legal document. I want my funds asap, especially now that my husband is not working this is my savings for us to live on. Very frustrated and Gemini is not doing everything to make me whole from their poor decisions and bad marketing.

  Business Response

  Date: 12/27/2022

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

  
  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.

• Initial Complaint

  Date:12/16/2022

  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.

  I have been using their Gemini Earn program since early 2022 which allowed better interest rates. I never saw any fine print mentioning a third party lender or that I could lose my funds. Gemini never asked me to sign a legal agreement to loan my crypto. I have a significant sum of money invested here and it is my life's savings. They paused the program and renamed it from Gemini Earn to just Earn. I can't get my funds out and have been waiting since November 16, 2022 the day I requested my funds be returned. The agreement they did say was I could have my funds in no longer than 5 days whenever I requested it. I'm stressed out and emotionally unwell because I'm now unemployed, I need these funds and have been reaching out constantly only receiving generic canned responses. I did get a copy of the agreement, but I never signed a legal document. I asked for that copy and that request was ignored. I want my funds asap. This is not ok.

  Business Response

  Date: 12/27/2022

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

  
  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.

  
  

  Customer Answer

  Date: 12/28/2022

  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]

   I find this response to not respond to my complaint regarding never officially and legally signing an agreement. I see no clear explanation why Gemini sold this program as Gemini Earn and made it seem just as safe as everything else they offered. Additionally, Friday on ***** late in the day I was told I had to accept a new master loan agreement or stop using Gemini effective immediately. I have crypto assets in my portfolio not in earn, I have a credit card which I can't pay the payment on now nor see details, and I receive BAT crypto through an earning program in this wallet. I reached out for clarity to the Gemini team prior to deciding on accepting the new MLA which needs to be done in two business days. I have yet to receive a response.

  Additionally, the owners of Gemini have gone to social media and the web with a campaign of "trust," yet you won't share any plans in any real details with me. I have over $52,000 locked up and this is my life's savings. It is no joke that you could wreck me financially. I'm not rich. This is almost all of what I have. I'm unemployed and stuck now, and I get no details on anything. In fact, I have to go to ******* or a webpage to get very unhelpful updates. As a customer, this level of communication is unacceptable.

  I expect all of my funds returned. This company has hyped this ** in a way that never seemed like a loan and hid the official loan agreement terms. A thing of this magnitude for this kind of money should have been a much more clear process.

  I await your response.

   

   

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

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

• Initial Complaint

  Date:12/16/2022

  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.

  On November 16, 2022, I attempted to withdraw funds from my Earn account. The *** is normally within 5 days. On the day I attempted to withdraw my funds, Gemini notified me (and all Gemini customers) that withdrawals have been paused by *********************** the lending partner of Earn due to their exposure to the *** bankruptcy (fraud). ****************************************************************************************

  Business Response

  Date: 12/27/2022

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

  
  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.

• Initial Complaint

  Date:12/15/2022

  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.

  I have been an old customer with ********************, recently I made some deposit to my gemini account and I tried to withdraw and my account got restricted, I messaged gemini and I got a message from support saying I should send a photo holding my ID and some written under with my ticket number, I did all that till now my account is still restricted here is my Ticket ID: *******.

  Business Response

  Date: 12/27/2022

  ******** *** ****
  
  *****************************
  ***** ***********
  ********* ** *****
  
  *** *** ********* *** ********
  
  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 bank statement and routing number of an approved bank account from ****************. Once this information is provided Gemini can assist to link the bank account and assist with the fund withdrawals. However, it should be noted that the restriction placed on **************** account cannot be removed until the requested documentation and information are 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:12/15/2022

  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.

  Wife had a crypto account. She passed away and it took days to get the account moved into my name. They FINALLY set up my account and moved the money into that account. For the past few days have been trying to get my money out. The bank account associated with the account is STILL my wife's (now closed) account. I can't add another account, I get an error. I can't delete her bank account, I get an error, I've been trying to email customer service for the past 3 days and am not getting a response. My account is losing money and they're still not responding. I'm pretty fed-up.

  Business Response

  Date: 12/27/2022

  ******** *** ****
  
  ***********************************
  ** ************************************************************************************ **
  
  *** *** ********* *** ********
  
  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 *** routing number of the bank account from ************************. Once this information 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:12/13/2022

  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.

  Gemini is not allowing me to withdrawal money from my account that is under pending status. I was told my money was pending and would be made available Nov 28, 2022. The status is still pending and Gemini will not allow me to withdrawl my money.

  Business Response

  Date: 12/21/2022

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

  Customer Answer

  Date: 12/30/2022

  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:
  

  
  

  The information they provided is not accurate as you can see by the additional screenshot of my pending account. Their response stated a 1:1 redemption was available at anytime.  My account is pending and I am not able to redeem my funds in USD as stated to be available by Nov 28, 2022.  If the statement was accurate my account would not be pending and my funds would have been transferred/available.  Thank you for helping me in this matter.  I hope you can pressure them to put my funds in USD and get them to allow me to transfer my funds out of that account (two steps).

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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