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:11/28/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I invested money with Gemini and have requested to withdraw on funds which I am legally allowed to do and am entitled to. I invested with your Gemini in good faith and submitted a request to withdraw on funds from Gemini Earn on 11/16, see below. I am a small investor and $10,000 to my family is a significant my money. I purposely invested in Earn because it was portrayed as a safer investment and using Gemini reputable firm was a safer bet.Please refund the money as soon as possible, I know to your large investors this might be a drop in the bucket by to a hard-working family man it's a detrimental amount.

  Business Response

  Date: 12/12/2022

  
  
  ******** *** ****
  *****************************
  ** ***************
  ************ ** *****
  *** *** ********* *** ********
  ************************************** 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: 02/24/2023

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

  Gemini acted as a fiduciary on its investors behalf. Gemini advertised it's Gemini earn account as a safer investment. Gemini is under investigation by the SEC for fraud and deceptive practices. They owe over $16,000 which I invested in good faith with Gemini. I would like to have all my principal back and interest.

   

   

   

   

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

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

• Initial Complaint

  Date:11/21/2022

  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 9/9/2022 Gemini received my ach deposit of $5000.00 I was told there is a security hold on the funds and they would be released on 9/12 I attempted to withdraw my funds on 9/12 but Gemini stated that I needed my id verified which I uploaded and sent to them on 9/13 they told me they received the upload and they would get back to me once they hear from there team.This is the last correspondence I got from Gemini I have sent several emails inquiring what is the problem and have simply been ignored no one from Gemini will respond to any of my emails.now my account is down to $4000.00 and I can't be get my funds it's been over 60 days and not one word from Gemini they won't respond at all to my emails.

  Business Response

  Date: 12/02/2022

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

  
  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: 12/14/2022

  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:11/21/2022

  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 provided extremely misleading information to users by saying they vetted ******* and making it seem less of a risk than it really was. Have over 75% of my crypto held up in limbo after requesting redemption, this is the majority of my extra funds and will be a major loss that I did not sign up for.

  Business Response

  Date: 12/05/2022

  ******** ** ****
  ***********************
  *** ********* **** ***
  ************** ** *****
  Re: BBB Complaint ID:
  ************************************** or we) has reviewed the complaint filed by ************** with the REGULATOR 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:11/17/2022

  Type:Customer Service 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.

  Do not refer to your TOS on this I would like a personal email. I withdrew funds from gemeni earn on 11/13/2022 which is like a saving account. I would like those funds to my account. no excuses or third party issue, since today is 11/16/2022 and your partner ******* claim they were suspend withdraw.My withdraw was made 11/13/2022 , 3 days prior.In either case. you need to make this right, and do not goto your terms of service issue. ETH redemption Nov 13, 2022 ********** ETH $64.5 MANA redemption Nov 13, 2022 ************ MANA $314.32 USD MKR redemption Nov 13, 2022 ********* MKR $494.35 USD GRT redemption Nov 13, 2022 ************* GRT $79.55 USD All total less than ***** USD. do the right thing, thats what the founders motto is. do not disappoint .

  Business Response

  Date: 12/01/2022

  
  ******** ** ****
  ******************
  ** *****************
  ********** ** *****
  Re: BBB Complaint ID: ********
  ************************************** or we) has reviewed the complaint filed by *** *** with the REGULATOR 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:11/16/2022

  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 have been a member of Gemini Crypto exchange since 2018. I have been fully verified on the exchange with no issues. I tried to withdraw funds and was met with a security hold. I reached out to customer service and days later received support Ticket ID: ******* was advised I needed to upload a picture of my face with Driver License, Date, and ticket ID. I did all of this since then I have heard 0 response its been a week now. I have sent ***** emails, reached out to reddit gemini support, ******* support for them and my account was still security blocked. I have since ACH all funds from account and funds are in a pending status still. This company is holding us citizen funds hostage with 0 communication.

  Business Response

  Date: 11/29/2022

  ******** *** ****
  *************************
  **** ***********
  ********* ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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:11/16/2022

  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.

  My funds have been frozen for weeks without cause or communication from Gemini. On 10/20/22 I received an email from Gemini (#*******) asking for documentation to verify my source of wealth. I provided them with a copy of my tax return. Then they asked for a selfie and ID verification, which I also provided. They asked more questions about my account, which I responded to until support completely stopped responding to me on 11/03/22. As of today, my account is still locked with "Account Hold: Please respond to our latest inquiry". I created a new support ticket on 11/09/22 (#*******), again they asked for selfie and ID verification which I provided. This ticket was allegedly escalated and again, I have not received a response, after following up 5 times now. I am beyond words on how abysmal this experience has been for me. If this BBB complaint does not lead to me having access to my funds, I will be making complaints to the New ********************* of ********* Services, the SEC, and pursuing all further action until this is resolved.

  Business Response

  Date: 11/29/2022

  ******** *** ****
  *************************
  ***** **********
  ******* ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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 ********************** has requested that her Gemini account be closed.
  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:11/16/2022

  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.

  I been buying crypto assets from This company got 2 years on 11/10/22 they froze my account then send me an email saying they closed my account without explanation. I have funds in the account the company is giving me the run around. I have no access to my account. I been emailing them about having password issues. To be precise the company is taking my fund hostage. This company is scamming people out of our hard earn money.

  Business Response

  Date: 11/29/2022

  ******** *** ****
  *******************************
  ** ***********
  ********* ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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 Gemini has determined that *** ********* account must be closed. Gemini has sent ******************** instructions on how to withdraw her remaining funds before the closure of her Gemini account.
  Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
  We believe that we handled ************ complaint in a manner consistent with our policies and procedures and our obligations to our customers. Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by ******************* as a result of this matter. 
  Best,
  Gemini Trust Company, LLC.
  

• Initial Complaint

  Date:11/15/2022

  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 have reached out to Gemini on 11/11/22 in regards to them restricting my account. They assigned me a case # Which is ******* . They asked me to send a current picture of myself, drivers license & this case number. They said that if I fulfilled all the requirements that they would restore account. I did all they asked they replied back to me stating that they are working on it. I been messaging them back at least 2 more times and I still havent heard anything back from Gemini since. All I want is the restriction lifted off of my account so I can withdraw my money from them. My money is being held hostage within their exchange. What steps can I take to get my money back. Thank You

  Business Response

  Date: 11/30/2022

  
  
  ******** *** ****
  *****************************
  *** ***********
  ********* ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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:11/08/2022

  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.

  Between Sept. 30 & October 11, I opened my gemini account & deposited a total of $410.00 >into the account. On October 23, I seen that my account was declared frozen and unable to conduct any functions including withdrawing my money. I emailed gemini support & provided the picture of my I'd, the date & the code they sent. Ticket# *******... I waited and did not any back so emailed the gemini support multiple times over the last two weeks with only automated emailed being sent in response to my issue complaints but nothing else being done & the issue has not been resolved

  Business Response

  Date: 11/16/2022

  
  
  ******** *** ****
  *****************************
  *** ***************
  ****** *** ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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 Gemini has determined that *** ********* Gemini account will be closed.
  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: 11/17/2022

  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:11/03/2022

  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.

  Date of transaction November 2, 2022.I deposited a total of **** dollars into the account. Used that amount to buy crypto. For the crypto that ACH transfer has been completed, I wanted to withdraw **** dollars worth of crypto to another wallet. Gemini said that there was a security hold on my account so I couldn't withdraw. I asked Gemini support on this matter and they told me I need to send a photo of myself, my driver's license id, and a code/date. I did that and the customer support confirmed that my image was received and they said that they would message back. I never received any update regarding the security hold after that, and it seems like other people previously had the same issue. Additionally, there was no reason why the security hold was in place. After I made the Gemini account, I already verified myself using an image of myself, my social security number, and my driver's license/passport. Ticket ID: *******

  Business Response

  Date: 11/15/2022

  
  ******** *** ****
  ***************************
  **** ****************
  ********** ** *****
  Re: BBB Complaint ID: ********
  ************************************** 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 is pending further information from ******************* 
  On October 31, 2022, ********************** account was flagged by one of Gemini proprietary systems, and a temporary restriction was placed on his Gemini account while a review was conducted. Gemini employs a number of confidential account monitoring tools to protect customer funds and ensure the integrity of our platform. The restriction placed on ******************** account prevented the withdrawal of digital assets from the Gemini platform but did not prevent other account functions, including the sale of digital assets and withdrawal of **** funds
  ****************** reached out to inquire about the restriction on his account on November 2, 2022. In response, Gemini notified *** *********** in order to remove the restriction from his account he would need to provide additional identification documentation. On November 7, 2022, after Gemini reviewed the documentation submitted by ******************, Gemini inquired about a transaction on his Gemini account. It should be noted that ****************** has not responded to this inquiry. Once ****************** provides a response, Gemini can conclude our review. 
  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. 
  Best, 
  Gemini Trust Company, LLC.