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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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This business has 3 alerts

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Complaints

Customer Complaints Summary

  • 544 total complaints in the last 3 years.
  • 219 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    It has been over a month and the account is still frozen after providing all of the documentation to unfreeze it. I have contacted Customer Support repeatedly and they keep answering with "Thank you for providing this information. I am working with my team to resolve your issue regarding your account restriction. I will be sure to follow up as soon as I have the next steps. If you have any questions in the meantime or any additional details you think would be helpful, please feel free to reply to this email." and that was on 9/14/22.

    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 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:10/13/2022

    Type:Billing Issues
    Status:
    Answered
    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 practices deceptive credit card practices claiming fraudulent use of charges within credit limit. More specifically, Gemini approved my out of town hotel stay, however refused subsequent charges while still out of town, and had no identity or verification of use process that takes less than 2 to 3 days.

    Business Response

    Date: 10/26/2022

    ******* *** ****
    *************************
    **** **************
    ************** ** *****
    Re: BBB Complaint ID: ********
    ************************************** 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.


  • Initial Complaint

    Date:10/13/2022

    Type:Billing Issues
    Status:
    Answered
    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 account was frozen because I had to cover a purchase. After I deposited the requested plus additional funds, my account is still frozen. I have contacted them at least 8 times via email and ******** and I get the same answer. We will unfreeze your account right away or some other cookie-cutter answer, but nothing happens. It has been well over a month now. All I want is to be able to withdraw my funds. Thank you

    Business Response

    Date: 10/26/2022

    ******* *** ****
    *************************
    ***********************
    ************** ** *****
    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:10/13/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 October 4th, 2022 I purchased ******* LTC for a total of ******. As soon as the available balance was updated to show that my transaction had cleared I attempted to withdraw this LTC. Unfortunately, I was greeted with a "security hold" error. I contacted support and was told to take a selfie along with my drivers license as well as a note with the date and an ID number. I was given a support ticket number of *******. I awaited a response that instructed me to change my password and update my address both of which were completed on October 6th. The security hold remained. I emailed support and was told to disable multi-device support in Authy which was completed immediately, I was then told "we are currently working on your issue". I have emailed support every single day since October 6th, sometimes more than once a day. I am always greeted with "We are currently working on this situation." I have asked for clarification and at no point have I ever been given any. I am now at a point where I simply do not understand what else needs to be done. To me this situation is slowly becoming a theft. This is not a lot of money to Gemini, but it is a lot of money to me. I have exhausted all possible ways of contacting Gemini and I continue to be met with the same messages and stalls. I plan on telling everyone I know to avoid ever using Gemini exchange. I find it totally unacceptable to freeze an account after every single support request is fulfilled. I request that you please enable withdrawals from my account without further delay.

    Business Response

    Date: 10/26/2022



    ******* *** ****
    *********************
    **** ********
    *********** ** *****
    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:10/12/2022

    Type:Billing Issues
    Status:
    Answered
    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 account has been frozen with no explanation. This put a complete freeze on my funds. Gemini and gemini support will respond to an email and say they're working on it but it's been over a month with my funds frozen, they have not asked me for any information that would be used to unfreeze it and recently have stopped responding to my emails.

    Business Response

    Date: 10/25/2022



    ******* *** ****
    *********************
    *** ***********
    *********** ** *****
    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.
    Tell us why here...

  • Initial Complaint

    Date:10/11/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 an unauthroized attempt to access my gemini account on or around 8/28/2022. No money was stolen but it was clear someone had my login credentials. I changed my password and out of an abundance of caution I notified Gemini my account had been compormised. They immediatly froze my account (which was understandable) and said in order to unlock it I would have to follow some steps. I followed all of them which included me sending them a picture of myself holding a sign and my Government ID to prove it was me and today's date. I sent them everything in early September. I then heard nothing back for over a week. I started to email them asking what was going on with my account and would receive no response. I have tried every method available to contact them and they do not respond. I've tried responding to the email chain for case# ******* I have tried to open up new customer service requests and I finally get a response every 5th attempt and all it says is " We are still working to resolve your account" This is absurd. There is no way they need over a month to investigate an issue that didn't even result in any funds lost. Further, nothing is gained by keeping my account locked. It's not like they are going to go **** this person down and stop them from trying to access my account in the future. All anyone can do is change the password add 2FA and that's about all. I want my account unlocked so I can move my funds off of niftygateway. I want the Company to be responsive when asked customer service questions and not just ignrore their customers. I posted on ******* I was having this issue and have received multiple messages from people in the same situation so this appears to be an epidemic inside of Gemini. I also warned the in advance I would be contacting BBB And if this doesn't lead to resolution next step is MN Attorney General, NY Attorney General and any licensing agencies they may have. I want a response and action!

    Business Response

    Date: 10/25/2022



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

    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 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: 11/18/2022

    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:10/03/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 wanted to withdraw the bitcoin I bought on September **************************************************************************************************************************************** to do and they still wont lift the restrictions off my account please I need your help BBB HELP ME OUT GEMINI WONT LET ME WITHDRAW MY MONEY AND I KEPT CONTACTING THEM AND THEY DECIDED NOT TO LET ME WITHDRAW MY MONEY I DID EVERYTHING THEY ASKED ME TOO I DID EVERYTHING Please help me contact them I just want to withdraw my money for God sake They kept telling they are working on it and they are not they should let me withdraw my money

    Business Response

    Date: 10/13/2022



    ******* *** ****
    *******************
    **** *************
    ***** ** *****
    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: 10/19/2022

    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:

    They are lying my account is still frozen. 

    They are crooks with over 2000

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:10/03/2022

    Type:Billing Issues
    Status:
    Answered
    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 account says your account is restricted to **** currency withdrawals and cryptoasset sales. contact Gemini Customer Support for further assistance i have ****USD there that i cant withdrawal 10/03/2022

    Business Response

    Date: 10/13/2022



    ******* *** ****
    *********************************
    *** ***********
    ********* ** *****
    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 been informed that his 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.

  • Initial Complaint

    Date:09/28/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 wire deposit into the account on gemini and they reflected the money, only for me to try and convert and send my bitcoin, they will not allow me withdraw, now they have frozen my Gemini account and will not even give me a response , I have $5700 in there , i made the wire transfer on friday

    Business Response

    Date: 10/13/2022



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

    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 that this matter has been resolved, and ****************** account has been 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:09/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 account with Gemini was locked for security. In order to restore access I needed to provide my ID and other documents. I sent everything immediately. The only communication channel is an email which prompts auto replies unrelated to any actual inquiry. It has been weeks, going on a month and I have no responses, no access to my account or my money. The fact I am left with no reply and no way to speak to the company is unethical and should be penalized. I have suffered significant losses without access to my money and this company cannot provide anything aside form the below response automated: "Thank you for following up!My team is working to resolve your issue as quickly as possible and we will be sure to follow up as soon as we have the next steps.We appreciate your cooperation and patience!If you have any questions in the meantime or any additional details you think would be helpful, please feel free to reply to this email."I get the same response for weeks with no deviation or substance. Still unable to access my account or money.

    Business Response

    Date: 10/07/2022


    ******* ** ****
    *****************************
    **** ***************
    ******** ** *****
    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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
    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.

Gemini Trust Company, LLC is NOT a BBB Accredited Business.

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