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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:04/17/2025

    Type:Product 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 some **** purchase transactions through Gemini on April 13th and 14th. As of now, my account shows a balance of $385, but Im unable to transfer the funds to another exchange. Every time I try, I get a message stating theres a security hold on my account and that I need to contact support.I followed their instructions and sent an email the same day. They responded asking for a selfie of me holding my ID along with a handwritten note that included a case ID/code *******. I complied and sent the required documentation along with an email confirming that I had done so.Despite fulfilling all of their requests, my withdrawal is still blocked. Since then, Ive been receiving increasingly unreasonable questions, and now theyve stopped responding entirely. Ive done everything asked of me, but they continue to hold my funds with no explanation or resolution. Im seeking help to get access to my money.

    Business Response

    Date: 04/28/2025

    ***** *** ****
    **** *****
    **************************************
    ****************
    *************
    *** *** ********* *** ********
    ******************** 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 resolved and *** ***** is able to withdraw his funds from his Gemini account.
    ******************** 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

  • Initial Complaint

    Date:04/15/2025

    Type:Product 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 April 4, I tried to withdraw bitcoin that I purchased on Gemini. However, it failed. I contacted support on ticket number ******* and they told me that my account was put on hold. They told me to provide a picture containing my photo ID, face, and a written confirmation that the picture was taken on April 4. After I submitted that, they told me to provide proof of prior investment in cryptocurrency. On April 5, I gave support that information. In response, they said that they are currently working to resolve the issue and they would be sure to follow up once they have the next steps. I hadn't heard from them in 2 days, so on April 7, I sent them a follow-up email (support ticket number *******) inquiring for an update on the status of my account. They gave the exact same response as they did on April 5, word for word. On April 9, I sent them a second follow-up email (support ticket number *******), and they still gave me the same response. A week has passed since then, and I still haven't heard back from support yet. I am very concerned because I have $324 worth of bitcoin stuck in the account, so I need for my account to be removed from hold as soon as possible.

    Business Response

    Date: 04/25/2025

    ***** *** ****
    ******* ******
    ****************
    *********** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your Ticket ID #********
    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

  • Initial Complaint

    Date:04/15/2025

    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.
    I have been locked out of my Gemini exchange account, which is under my personal information and in my father's name, and Gemini Support has been horrendous in trying to recover it. They give me some vague answer like to reset my password, which doesn't work. They have completely stopped answering my requests and are holding any funds I may have in the account for ******. I am unable to recover any funds in my account or even access it. I understand the account is in my father's name (opened it joint before I was 18) but it has my email and phone number attached, and I am therefore unable to open any other account while this one exists. All I want is for them to grant me access to my account, or if there are no funds in it, to just close it so I can create an account in my name.

    Business Response

    Date: 04/25/2025

    ****** *****
    *********************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 the matter as quickly as possible. Our team is working on the latest request and any updates will be communicated through your most recent ticket.
    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

  • Initial Complaint

    Date:04/12/2025

    Type:Product 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.
    Dear BBB,My name is ***** **********, and I am a customer of the cryptocurrency platform ********************. Over a month ago, my account was restricted, and approximately twelve hundred dollars have remained inaccessible ever since. I was informed that an internal review is in progress, but I have received no clear explanation for the restriction or any indication of when the review will be completed.Geminis customer support has responded only a few times over the course of several weeks, and each time the response simply stated that the review is ongoing. No timeframe has been provided, and I still have no access to my funds.When Gemini requested documents such as my 1099 form and proof of income, I submitted everything immediately. They acknowledged receipt, but since then I have received no meaningful updates, no status details, and no indication of what stepsif anyare being taken to resolve the situation.I am a legally working self-employed content creator in *****************. All funds in my Gemini account were received from U.S.-based clients as compensation for professional services. I transferred a portion of those funds to another crypto platform in order to pay freelance contractors outside the ***** since Gemini does not support the transaction network I use to make international payments. I have not violated any known platform rules and remain open to adjusting my processes if neededbut I have not been given any guidance or feedback from *********************** a result of this ongoing situation, I am unable to access my funds, fulfill commitments to my contractors, or operate my business effectively. I am asking for BBB's assistance because Gemini has not provided the level of communication or support that a client should reasonably expect.Sincerely,***** **********

    Business Response

    Date: 04/21/2025

    ***** *** ****
    ***** **********
    ********************
    ******************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 resolved and *** *********** Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:04/11/2025

    Type:Product 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 spouse and I purchased a total of 0.1 Bitcoin on my Gemini account, between March 21 2025 and March 26 2025, through ACH deposits from my spouse's account, totaling ************** a few days we decided to send some of that Bitcoin to our personal self custodian wallet, but Gemini put a hold on the transaction. They requested ID verification and proof of the origin of the funds. We provided all the documents requested, but we still can't withdraw our funds to this day.We no longer trust them and we want to be able to withdraw our Bitcoin asset to self custody it.

    Business Response

    Date: 04/24/2025

    ***** *** ****
    ******* *******
    ***********************************
    ***********************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 resolved and *** ******* Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:04/10/2025

    Type:Product 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 new account, deposited money into the account. Then shortly after they ***** my account and keep asking me to provide more and more personal information. I've provided them with many documents to resolve this and they will not answer my emails and my money I invested is becoming less and less and im ******.

    Business Response

    Date: 04/21/2025

    ***** *** ****
    ****** ********
    ****************
    ****** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 resolved and *** ********* Gemini account is now fully operational.
    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

  • Initial Complaint

    Date:04/09/2025

    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.
    I am filing this complaint due to an unresolved issue, which has left me without access to my account and without any ************** account was suddenly placed on a security hold, and I was instructed to provide personal information to verify my identity. I complied and submitted the requested documents promptly. Despite doing so, I have not received any update, explanation, or timeframe for resolution. Multiple follow-up attempts have been ignored or met with vague responses, and I am still locked out of my account.This lack of communication and transparency is unacceptable. I am concerned about the handling of my personal information and the continued inaccessibility of my account, especially given that this matter is time-sensitive.

    Business Response

    Date: 04/23/2025

    ***** *** ****
    ******* ******
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ******* Once *** ****** responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
    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

  • Initial Complaint

    Date:04/04/2025

    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.
    Over the past 3 years I have purchased crypto on their platform and with no explanation they closed my account. I want everything I have on this platform returned to me.

    Business Response

    Date: 04/15/2025

    ***** *** ****
    ****** ******
    ** *** ****
    *********************
    *************
    Re: BBB Complaint ID: ********
    ******************** 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 resolved and *** ****** has withdrawn his funds.
    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

  • Initial Complaint

    Date:04/03/2025

    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.
    4/3/25 CryptoCurrency Short Option Trading I have a total funds of $4591 in my account but they will not let me withdraw any amount of funds. They asked me to deposit another amount as payment to *** Tax. I told them that they can simply deduct the Tax amount as a witholding Tax for me but they insisted me to deposit the amount. I don't trust them anymore because they keep promising me that when I completed all their requirement like the submission of ID for verification, a deposit money of $500 then a complete round of trading, once I accomplished everything,including the commission payment to a trading analyst, they will released my money. They are keep holding and denying my funds withdrawal. I have uploaded a copy of two commission payment receipt to the analyst as an evidence of the transaction.

    Business Response

    Date: 04/16/2025

    ***** *** ****
    ******* *****
    **************
    *********** ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note that while *** ****** holds an account with ********************, the account has never been funded. No transactional activity including the transactions mentioned in the complaint letter has ever occurred in *** ****** Gemini account. Also, ******************** has no record of any communication with *** ***** including a request of funds to be deposited in advance for *** tax payments as mentioned in the complaint letter. 
    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

  • Initial Complaint

    Date:03/29/2025

    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.
    Gemini randomly put a security hold for no reason on my account, I read that sending you guys a message was the immediate thing to do to see results

    Business Response

    Date: 04/11/2025

    ***** *** ****
    ***** *****
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ****** We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ****** Once *** ***** responds to Geminis inquiry through his most recent ticket, we will be able to conclude our review.
    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

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

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