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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:08/31/2022

    Type:Customer Service 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've been a customer of ******************** since summer of 2021. Last week, I contacted Gemini customer support via their online form submission to request that they provide information about how I can increase account security. In my request, I made it clear that at no time had anyone, other than myself, accessed my Gemini account or funds held within my Gemini account. However, completely illogically, Gemini responded to my inquiry by freezing my account. In other words, instead of helping me to protect funds from being threatened by an outsider (increase account security), they made it impossible for me to access my funds. So Gemini brought about the exact situation which I was trying to avoid. Later that day, an email representative from Gemini contacted me to request a selfie with a number he provided, that day's date, and the ** I'd used to verify my account last year when first opened it. Okay, no problem. (Although I couldn't recall if I'd used a passport or a DL, so I guessed and sent a DL). But since then, and despite repeated follow up emails and form submissions on their site asking for access to my funds, Gemini has not provided any status update or estimate regarding when they will unfreeze my account. I've offered to send them many forms of additional ** verification including a new driver's license which I just received in the mail a few days ago (I recently moved states), passport, utility bills verifying address on new driver's license, etc. But nothing I offer seems to be enough. That is, no matter how many times I beg them to please unfreeze my account, they refuse to do so and refuse to message with next steps or any other sort of update. I'm extremely concerned as I need access to my funds for a medical emergency an just don't know what to do at this point.

  • Initial Complaint

    Date:08/30/2022

    Type:Sales and Advertising 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 have an account with Gemini and deposited $1000. My account was frozen right after that and an email stating I needed to submit a photo that included my face, my DL, and a paper with the date and ticket # written on it. My DL was blurry in the first photo so I resubmitted at their request. Since then I have not had a response except for the automated response to submitting a ticket and a canned response if they look into the matter and get back to me. The date of the initial ticket was 08/20/2022. Ive done everything I could in emailing them with no luck. In my last ticket, submitted today, I AGAIN asked for my money to be returned and my account to be closed. I came to BBB in hopes of finding a solution but it seems that most complaints (which are very similar) have gone unanswered. At this point, Im not sure what to do.

  • Initial Complaint

    Date:08/23/2022

    Type:Service or Repair 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 have a cryptocurrency account with Gemini Trust LLC. A couple of months back, I made a routine bank transfer to cover the purchase of additional "Gemini" dollars for my account. The purchase was a very small amount, of $35. Gemini then froze my entire account saying that the purchase never went through and they had to "cover" it. This was absolutely not true. I took screenshots of my bank account showing the transfer had cleared to them. They then apologized and stated they would unfreeze my account. They never did. I wrote back a couple of weeks asking why the freeze was not removed. They gave me a very vague answer that they were working on this, and "escalating" it to the next tier of Support. This has been going on now for over 3 months -- everytime I write to them, they send back the same answer and refuse to unfreeze my account. They refuse to unlock my account so I can remove my $1,500 that's currently in there.

    Customer Answer

    Date: 09/16/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gemini Trust Company, LLC has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:08/22/2022

    Type:Service or Repair 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.
    My complaint involve my Gemini CUSTODIAL account [the account name is: ********* Gemini Custodial Account]. Starting in early April, 2022 we have deposited various amounts of Skale (SKL) tokens and Fantom (FTM) coins into this account. Currently there are around ****** SKL tokens and ***** FTM coins in this account. I am charged a custodial fee at the end of every month (most recently July 31) for these coins. I am trying to sell these coins and withdraw all my money in order to close my account. For the past 2-3 months Gemini has frozen this account and will not allow me to sell the coins and withdraw my money. Several emails to Gemini support have been ignored and nothing has been done. Gemini will not let me sell my coins and withdraw my money (now about $3,800.00) It would seem that they are trying to steal my money. Please help.

    Customer Answer

    Date: 09/16/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Gemini Trust Company, LLC has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:08/22/2022

    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 have two accounts with Gemini, and have been locked out of both. Over $100,00 worth of accounts. I've emailed repeatedly to unfreeze my accounts. The typical email response says they should fix in 1-3 days. This has been going on over a month now. There is no phone number or help desk other than online email.

  • Initial Complaint

    Date:08/19/2022

    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.
    I made an $800 deposit into Gemini. I forgot to move the funds to my "crypto account" so the deposit initially failed. Gemini locked my account. I made another $800 deposit, that did clear just fine, and was withdrawn from my bank on 7/27. After my account was not unlocked once the second deposit cleared, I reached out to Gemini who initially stated it would be 5 days from the deposit. After 5 days passed and my account was not unlocked, I reached out again and again and received a response that it would be August 12th when it was unlocked. After August 12th, I reached out again and Gemini has not replied to roughly 5 emails, and my account is not unlocked. I am unable to access any of my funds, transfer them or use them in any way despite Gemini taking money from my account on July 27th. All I want is to withdraw my money and close my Gemini account. They have no customer support to speak of and are generally not helpful whatsoever.

    Business Response

    Date: 09/08/2022

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

    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: 09/14/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/19/2022

    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.
    I purchased some crypto and I tried to withdraw but they told me that they had a security hold on my account. *** already had authy for months and I submitted all of the documentation they needed to remove the hold but I still havent heard anything back for days. The weird part about the situation was that I went through this already back in June and I had to submit the same documents. My Ticket ID is *******.

    Business Response

    Date: 09/08/2022

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

  • Initial Complaint

    Date:08/19/2022

    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.
    Hi, I am trying to withdraw some of my crypto (bitcoin) from Gemini to my hardware wallet. Unfortunately I keep getting an error message whenever I try to send my crypto, with the reason being "security hold." I have never had this problem before, I have messaged Gemini support several times these past four days but I am not getting any updates or help from their support. Resolution Desired: I would like to be able to move my money and assets from Gemini exchange. Thank you for any help. Regards, *********

    Business Response

    Date: 09/08/2022

    ********* ** ****
    *******************************
    **** ***********************
    **************** ** *****
    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 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:08/15/2022

    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.
    I couldn't withdraw money from my account. My confirmation emails to check identity were going to my SPAM folder. I didn't realize this and contacted support. Customer support told me the problem was that I changed my phone# and that they put a freeze on my account. I DID NOT CHANGE MY PHONE NUMBER. They asked for photo and identity id such as a driver's license. I complied and sent them the photo.Haven't heard anything back since.

    Business Response

    Date: 09/01/2022

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

  • Initial Complaint

    Date:08/12/2022

    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 said my account would be fixed, so I could purchase crypto. This fix was supposed to occur on the 10th of August. They're wasting my time and playing games. I have $13,000 of crypto with this exchange. I'm not getting paid for wasting time with their horrible customer service and monitors, etc.

    Business Response

    Date: 09/01/2022

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

    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.

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

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