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:11/03/2022

  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.

  I had Gemini transfer money to Bitefront, and then after doing that they flagged my account for money laundering with no explanation as to why they did this. Now when I try to get my money back from Bitfront they say they can't send it back to Gemini because the account is closed, and they want $175,000 security deposit to send the money back to me which is ridiculous because I don't have that extra money laying around. I need that money because it's my life savings! I don't have a way to live because I'm disabled.I have contacted Gemini and have not received a reply back regarding all of this as well. I need a resolution to this issue asap.

  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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
  ********************** Gemini account is under review, Gemini will contact him with next steps as they become available.
  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:11/02/2022

  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.

  October 24th, 2022 $452,000 is locked in my account at the business exhange The business asked me to provide my identification and utility bill. I immediately sent them my documents within 1 business day The company stopped replying to my support tickets after i provided my identification. Essentially, i have to pay my normal bills which are funded from my account and am unable to access them and the company completely stopped replying to my support tickets. I have followed up by sending more support tickets and they continue to not reply back.I am trying to escalate my issue of getting my account unfrozen.The business has not tried to resolve my problem. It feels as though i have been "ghosted" and helpless here.Ticket number is ******* - Account **************************

  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 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: 12/06/2022

  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:11/02/2022

  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.

  On Oct. 15, 16 and 17th I made deposits from my bank account into Gemini for $5000.00 each. Totaling $15,000 USD deposited into Gemini. Gemini froze my account the very next day. I emailed Gemini requesting them to explain why they have frozen my account and what I need to do to get my account unfrozen. Gemini responded by asking me to validate my identity by taking a photo of myself with my ID. I complied with this request and sent the information to them on Oct. 17th (They very day I realized they froze my account.)Since then I have sent emails inquiring about the status of my account and Gemini has not restored my account, or responded to any of my emails. I have been sending an email almost everyday and they are not responding to me at all. Gemini has my hard earned money are not responding to me for what is going on to be three weeks. They are holding my assets without cause, and are unresponsive. All I request is that they either send my USD back to me, or unfreeze my account so I can invest the money as I had planned to in the first place. Although at this point a refund back to my account would be preferred.

  Business Response

  Date: 11/15/2022

  ******** *** ****
  *********************
  *** **********
  ****** ** *****
  *** *** ********* *** ********
  ************************************** 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 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:11/01/2022

  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 has frozen my account because I was withdrawing some funds for my wife's school tuition fee. My wife got accepted in ***************************************************. It's been a year since I am a gemini account holder. All I did so far in this one year was only funding their website with my money hoping crypto will bloom one day & so deposited only. Never withdrew anything. Last two weeks I withdrew twice as I said early for my wife's immediate fee funds & also I was little bit strapped for cash. Without giving me any heads up, they froze. Later I was trying to login the account to put some funds to buy **** that I sold a week ago. Then I found my account was frozen on Oct 25th, 2022. All I requested them to keep me posted for a wait time. They haven't responded at all. Either they can unfreeze my account which will be greatly appreciated or they can send my current notional balance into my existing bank account that I have been using to withdraw & deposit. I will greatly appreciate any assistance please. I have reached out to all of their social platform as I was advised. Thank you.

  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 has been resolved. Gemini ********** provided the information for his judgment creditor and instructed him to contact them for further information.
  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:11/01/2022

  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 transferred 30k into gemini throughout the week of 10-03-22 through 10-09-22. This is not the first time I have used gemini to convert USD to LTC. I did this in a previous month and was able to use an ewallet address to send it to my hedge fund. When I converted the 30k to LTC this time and attempted to send it to my ewallet I received an error stating security hold and to contact gemini support. This was on 10-15-22. I contacted gemini on 10-15-22 and was asked to send proof of self via a photo of myself holding my ID and a specified phrase. I sent this the same day. I was then told my issue had been escalated. I have reached out daily for a resolution since with no specified response. I was asked to answer four questions in regards to my ewallet on Wednesday the 26th. I answered the questions the same day. I cannot get gemini to respond with a specified eta of when the hold will be removed. I have seen online hundreds of others with the same issue. I am under the impression now that Gemini is holding my funds illegally for their own personal gain and want access to my money.

  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 *** ******** account has been closed at her request.
  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:10/28/2022

  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 investing in crypto currency (bitcoin, etherium) over the past 7 or 8 months and currently have a balance in my account of around $6,500. I am unable to trade, convert or withdraw these funds, which are completely my own, due to Gemini "freezing" my account. While they do not have a direct telephone through which I can contact them, I have made numerous attempts to correct or "unfreeze" my account, but they are refusing to even discuss this with me other than by email, which is inappropriate for this matter. All I ask is that the money in my account, which was properly deposited and belongs only to me, be refunded to me as it is due me. I would welcome any help you can offer in this respect. Thank you very much.*****,***************************

  Business Response

  Date: 11/07/2022

  
  
  ******** ** ****
  ***************************
  ******* **************** *****
  ********* ** *****
  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:10/25/2022

  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 made a first deposit of $50 and another wire deposit of $2920 in which all funds has been cleared and are available in my account for withdrawal.I made a Bitcoin purchase and when I decided to withdraw my Bitcoin to my external wallet,I was told there was a restriction on my account and I was sent an email on what to do to lift the restriction on my account,I did exactly has I was told.Its been over a week and I havent gotten a reply from Gemini lifting off the restriction on my account.I sent several emails to them and all I get is we are working on it.This is so frustrating and tiring.My ticket id is *******

  Business Response

  Date: 11/07/2022

  
  
  ******** ** ****
  ***************************
  **** ************
  ******* ** *****
  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 ******************** account must 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:10/24/2022

  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.

  Hello, This is in regards to support ticket *******.I recently made a deposit into Gemini. I reached out the next day because I mistakenly thought I used my Debit Card and not my bank account. I reached out to support, then realized I did an ACH transfer. I told them all was well. They decided to lock my account. Support quickly responded back to me, asking for me to send private information over as well as a photo, to unlock my account. After that, they have went silent. I've tried to contact Gemini over multiple support tickets, **************************** and nothing. My account is still frozen WITH my money in it. I have absolutely no clue what's going with the account, why it's still locked or when it will become unlocked. If Gemini doesn't want to unlock my account, I want the option to withdraw my money OFF this platform. The lack of communication is truly unsettling.

  Business Response

  Date: 11/04/2022

  ******** ** ****
  ***********************
  *** ******************
  *********** ** *****
  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:10/18/2022

  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.

  10/17/22 Re: Gemini Ticket #******* Ticket I.D. ******* The dollar amount of this issue is: $3,000.00 On September 20, 2022....Gemini Trust Company (GTC) froze my account---out of what GTC claimed was a "security concern". Gemini Trust Company then requested that I submit a picture of my current Drivers License PLUS a personal "selfie" of myself while holding a sign with specific numbers written on this sign that GTC had sent me. WITHIN a 24 hour period of time, I sent ALL THE REQUIRED information....On September 20, 2022..... a Gemini Trust Company representative named "*****", responded confirming the receipt of ALL the information requested.Since September 20, 2022.......I have written Gemini Trust Company on three (3) separate occasions, being #1. September 22, 2022 #2. September 26, 2022 #3. October 7, 2022 In each and every occasion, a representative of Gemini Trust Company responded by first apologizing for "..the length of time it has taken for us (Gemini Trust Company) to complete this review on our end.."but then after these apologies Gemini Trust Company informs me that it will take more time.At this point, the FAILURE by Gemini Trust Company to "unlock" my account and release the funds within it not only constitutes THEFT...but due to the nature of cryptocurrency, by unjustly withholding my assets, Gemini Trust Company has prevented me from making any investment movements from my Gemini account thus clearly creating fiscal damage.....however, we are ONLY asking the BBB to compel Gemini Trust Company to both "unlock" my account and release ALL funds within it immediately.Signed ------- ************************** 10/17/22

  Business Response

  Date: 10/31/2022

  
  
  ******* *** ****
  ***********************
  **** *********
  ********* ** *****
  *** *** ********* *** ********
  ************************************** 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: 11/15/2022

  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:

  although I am tremendously upset 

  with Gemini Trust Company---I was finally able to remove my 

  money from the clutches of Gemini Trust Company and

  I could not have done it without you and the BBB.

  
  

  For The Record.  Gemini Trust Company flippantly states 

  that, "...We believe that we handled *** *********************** in a 

  manner consistent with our policies and procedures and our 

  obligations to our customers.."    In my opinion.......

  
  

  Gemini Trust Company's asinine response mocks both the 

  Better Business Bureau as well as ridicules and expresses

  clear contempt for the welfare of the American public.

  
  

  Gemini Trust Company states it acted based upon demented

  and twisted policies created by Gemini Trust Company---which

  as such blatantly does NOT excuse Gemini Trust Company from 

  committing abusive acts which parallel "munchausen by proxy" 

  behavior as well as perpetrating acts of extortion.

  
  

  Because Gemini Trust Company now withholds access to their

  clients money and/or assets, employees within Gemini Trust Company

  KNOW they are guaranteed a continual and constant flow of "attention".

  
  

  Gemini Trust Company employees are OBVIOUSLY having great

  emotional fun forcing unfortunate clients to "jump through numerous

  hoops" in order to supposedly correct the situation...however. 

  
  

  As the FACTS unquestionably prove, Gemini Trust Company does

  NOT then address the issue "..in a timely manner.." as claimed...but in 

  fact, it then takes no action once again forcing innocent clients to constantly

  write Gemini Trust Company clearly creating an "extortive" atmosphere

  where clients are forced to nearly "beg" for their assets to be returned.

  
  

  Because this is a set and well established pattern of behavior by

  Gemini Trust Company---I URGE that this complaint be FORWARDED TO 

  ********** *********************************** ************************* or 

  the **** Securities and Exchange Commission (SEC) for review. 

  
  

   I again thank you and the ** Better Business Bureau for all your efforts....

   

   

   

   

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

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

• Initial Complaint

  Date:10/18/2022

  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.

  Transferred coins that never showed up or even showed up on transaction history, support will not respond , stole my funds! I want my money!!!!! Support ID # *******

  Business Response

  Date: 10/31/2022

  
  
  ******* *** ****
  *******************************
  **** **************
  ********* ** *****
  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 successfully withdrawn digital assets from the Gemini platform.
  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.