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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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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:09/19/2022

    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.
    This business has no customer support they dont respond then you email them.

    Business Response

    Date: 10/07/2022

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

    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 is unrestricted.
    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:09/19/2022

    Type:Billing 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've had an account with Gemini for 1 year.On September 7 th I had around $7800 in bitcoin as a balance. I tried to withdraw, and was prompted with an account restriction. I was requested to reverify with my *********** photo for security reasons, which I proceeded to do. I submitted my verification and it was approved but the account has yet to be lifted. Its been 10 days and only bots respond when I request support. No real agent is looking into my case, and the account is still frozen 10 days later, unattended to and I'm unable to withdraw. This pure theft if they as don't give me a reason for this elongated restriction. The market is fluctuating , I'm losing value of my funds and I'm unable to reach anyone at Gemini to help me. It appears they have washed their hands clean and walked away with my money with no consequences.

    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 this matter has been escalated to the necessary teams and Gemini is working to resolve this matter as quickly as possible. 
    On October 13, 2022, Gemini responded to ************** to inform her that our review is still in progress and during this review period, you will be able to make deposits, trade cryptocurrency using Gemini, and withdraw any **** currency from the platform to your linked bank account(s). However, you will be unable to withdraw cryptocurrency 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.
    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: 10/18/2022

    Better Business Bureau:

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

    [Your Answer Here]

    It has been over a 6 weeks since the business  locked my account from withdrawals. The business has not given any valid reason for restricting the account, or a date by which a resolution will be addressed. They are allowing for only deposits to be made (which makes no sense since I cannot withraw) I want access to my funds - withdraw the balance and permanently close my account with Gemini for the way they mishandled me as a customer. If they can convert the btc to dollar **** and I can have the money wired back to my account I will accept and close this account. 

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:09/16/2022

    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.
    This all started 09/02/22 when someone seems to have hacked my account and changed my email to log into gemini. I noticed this on 09/03/22 and contacted them that I couldn't get into the account. I also noticed that they had emailed me the day before about this email change that I did not initiate. The responded on 09/03/22 and gave me instructions. They contacted me and I have 9 emails from them on that day trying to help me. I was having trouble logging in they contacted me on 09/06/22 and have 4 emails from them on that date. I was finally able to actually log into my account on 09/0722 but my account was still frozen. I have sent them all the information they requested through there secure drop box feature with my license a photo of me and my ticket id number they gave me to identify this claim. I have emailed them since 09/08/22 to ask when my account will be unfrozen and contacted them on ******* as well and have had no response at all since 09/08/22. They have not told me to do anything else or when this would be resolved. I am a small investor and the value of the assets I have in there exchange is substantial to me. I do not understand why they have not even responded to an email just to tell me when my issue will be resolved ? Its been a week now with no response as I have emailed at lease once a day to express my displeasure and to find out when my account will be unfrozen. I work in a customer service based industry and can't understand how this type of treatment is acceptable from a business that handles other peoples money.

    Business Response

    Date: 10/07/2022



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

    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.

  • Initial Complaint

    Date:09/14/2022

    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 August 4, 2022, I filed a support ticket as I was unable to withdraw my BTC due to a secure hold. *** * ** response I received was they the issue was being forwarded to the proper department. I have since emailed multiple times and yes, opened 2 new tickets referencing my original ticket. No response. Still unable to withdraw my BTC which has since dropped over $8000.

    Business Response

    Date: 10/04/2022

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

    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.
    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: 10/06/2022

    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:

    Gemini never responded to me at all. I was finally able to have my money returned to bank account. I was never able to actually transfer my cryptocurrency to another wallet, which was the issue the entire time  

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:09/14/2022

    Type:Product 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.
    On 8-14-22 I signed up with Gemini. On 8-14-22 I got an email stating that my identity was verified. On 8-14-22 I got my debit card verified with Gemini and I was able to link my checking acct with the company. On 8-22-22 I bought $2500 in bitcoin. On 8-23-22 I bought $5000 in bitcoin. On 8-31-22 I withdrew $5000 of the bitcoin. On 9-6-22 I logged in to withdraw some more bitcoin. I see my account is frozen. I contacted support as instructed. I sent them a selfie along with me holding the id I used to register the account. The first time I tried just to become re-verified I was informed that the photo was too blurry. I sent another photo. The second time I was informed that the id could not be seen fully. On 9-7-22 I sent another photo, a selfie with me holding the id, and another photo on the id I am holding. I got an email stating that someone is working to resolve my issue. When I followed up with support on 9-7-22 the company did not reply. I followed up on 9-8-22, but again no reply from Gemini. I opened a new ticket letting support know that I was not getting any help with my issue. I asked if there was another way to be verified. No reply from the company. When I follow up I dont get a reply. My support ticket numbers are ******* and *******. The selfies I took will be uploaded.As of 9-12-22, the account is still frozen. Gemini will not allow me to re-verify the account. All I want is to be able to withdraw the remaining bitcoin I have in my account.

    Business Response

    Date: 10/04/2022

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

    Customer Answer

    Date: 10/05/2022

    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:

    I have opened several tickets with Gemini's customer support. I get emails claiming that the issue is being worked on. When I follow up I never get a reply. When I ask to speak to someone I get ignored. This has been going on for a month now. All I'm asking for is to be verified so that I may withdraw my funds. If my pictures are not good enough, give me another way to become verified.  

     

     

     

     

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


    Sincerely,

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




     

    Customer Answer

    Date: 10/17/2022

    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:09/13/2022

    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 have been trying to withdraw my bitcoin since June1, 2022. This company has made it impossible to do so. They are wrongfully withholding my cryptocurrency without just cause. They have asked me to jump through numerous hoops in order to withdraw my bitcoin and I have complied with each request. As of September 13, 2022 , 28 emails have been sent to Gemini without resolution. These are dated June 1, 3, 5, 7,8 10, 11, 13,14, 15, 16, 17,20,22,July 8, August 22,24,25,Sept 6 I was assured many times that the team is working to resolve my request and then don't receive any follow up from the company or their representative.I requested a follow up on September 6 with no response, and made two additional attempts to withdraw my bitcoin after being assured on August 26th that the team is working on releasing the bitcoin.The last attempted withdrawal was on 9/13/2022 with the same error message received "Error: Sorry, this BTC withdrawal cannot be completed at this time. Reason: Security". I've cleared all the security requests made of me since June (all of them the same exact request which they made me repeat). Please assist. I need to withdraw my bitcoin.

    Business Response

    Date: 10/07/2022

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

    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.

  • Initial Complaint

    Date:09/13/2022

    Type:Order 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.
    Company is playing games with me Im trying to have my account restore and its currently closed and I send in a picture of myself holding my ID and the date and numbers three times and they keep saying it incorrect and wrong and wasted my time and I have things to do . I need to have my account restore thank you

    Business Response

    Date: 10/07/2022

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

    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, **************** account has been reopened.
    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:09/12/2022

    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.
    Gemini has had a restriction on my account since 8/15/22 that disables my ability to withdraw my Bitcoin from their platform. I have emailed customer service numerous times and keep being told that it's a glitch that they are working on. They have now stopped responding completely. They have roughly ***** USD worth of my Bitcoin and I want it out of their custody.

    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 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:09/06/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 froze my account for logging onto a VPN while I was logged into my account. I have sent photo verification, proof of address, and reason for logging onto a VPN. My account also has 2-factor verification enabled. It makes no sense for my account to be held frozen. Ticket IDs ******* and *******.

  • Initial Complaint

    Date:09/01/2022

    Type:Product Issues
    Status:
    Unanswered
    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 created the account in gemini.com few days back and made a wire transfer on 08/26/2022 for $47,000.00 for trading and investments.but after getting my funds in exchange they restricted my account and asked me to send self photo with ID proof with date and hand written NOTE they send me in email and they give me the link to upload it on that link i did the same but after that there is no reply from them i have email them several time and raised the complaints but there is no reply from there side. will attach the wire receipt and the photo the asked me .

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

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