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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:08/09/2022

    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.
    Someone used their platform to scam me out of $496. I reach out to find that it was the company who is doing the scamming. They advised my money would be returned to me and never returned it, which means they are apart of the phishing scam. Attached you will see what my correspondence has been with them thus far. I am asking for my money back and it appears they are not giving it back despite saying they have. ***** has advised they not provided anything and my next step should be to contact the BBB since they have no protection for scams and only fraud. Even though this is totally fraud.

    Business Response

    Date: 08/29/2022

    ****** *** ****
    ************************************************************************************************ *****
    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:08/09/2022

    Type:Product 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.
    Open account with them without issue using debit card. Later added money by Wire transfer. Notified business that I received a message from them that I changed password. I did not. They locked account on 8/5/2023. I texted them why. They have no phone contact. They asked me to supply some answers to questions and send pic of me with drivers license and their number and date. I did that 8/5/2022. They gave me a case number *******. I retested later on status no answer. Again another ticket number *******. Still no resolution. I texted again another ticket number *******. Received notice team is reviewing and when we have an update well get back. Still awaiting a response. Do not understand lack of response. Account still locked. If unable to process send me my money back.

    Business Response

    Date: 08/29/2022

    ****** *** ****
    ***************************
    * ********
    ****** ** *****
    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: 09/15/2022

    Better Business Bureau:

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

    Waiting one month for an issue to be resolved involving an investment account is unacceptable.  One of the worst companies I have dealt with in my life.

    Finally my account was unfrozen I believe either through your intervention or *** ************************   When unfrozen I withdrew all funds.   Nothing plosive about this company.

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:07/19/2022

    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.
    Gemini withdraw $6500 from my bank account and tried to withdraw additional money that I did not authorized. The company (Gemini) will not acknowledge the money that was withdrawn and cleared from my bank account. Additionally, I made investments and earned money from those investments. I also reinvested some of the money that was earned. Gemini refuse to recognize any of the investment transactions I made or the money that was earned from those transactions. In one transaction, I earned over $330,000 on July 1st, which they deleted. The money disappeared from my account without any notice. The crypto stock from this earning did not go down, it was deleted. I physically saw this happened as I was on the account at the same time. There was another earned balance of approximately $12,000 on June 29th, which was also deleted.Since they are refusing to acknowledge the transactions and earnings, I will like to know where is the money they took out from my back account? There is an issue with transparency because looking at the statements and records, the transactions does not make sense. I am unable to access statements from accounts that was invested in and money earned. There is no history of day-to-day transactions. My account kept getting suspended and locked.

    Business Response

    Date: 08/09/2022

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

    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 Gemini has determined *** ******** Gemini account must be closed. As Geminis risk review process is confidential, we are unable to share any more details regarding the decision at this time.
    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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