We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cryptocurrency Exchange.

This business has 3 alerts

Read all 3 alerts

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    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 tried open account with ******************** on March 22nd 2025 because I had some important things to pay with cryptocurrency but I did not know that that identification process was going to take so long so immediately I wanted to withdrawal from that account I tried to withdraw and couldn't cuz it was with restrict it so a day or two later they wrote me talking about they can open my account and that they was going to return my money so I had sent them copy of my bank statement my card number which they had my card number anyway because I purchased the the crypto with that debit card but these people haven't lifted the restriction off of my account so I can withdraw and close out I have submitted proof of my I'm the owner of the account five time in the city giving me the runaround about giving me a refund and sending the money back to my account it's nerve wrecking they are not doing their job is like they're trying to hold my money hostage I have read reviews on them and I'm not the only one complaining about this problem them restricting people account so they can't withdraw their funds even though they don't want to open up they can't open them account up with them but they want to hold your money but they can't open no account that's not right and restrict you from getting your money back no other cryptocurrency sites that I have tried does that so far they are theonly one hold your money hostage and do not want to return your money even if they can't process your account all the other cryptocurrency agencies that have tried so far if they couldn't process your account they would instantly let you withdraw your money out but not Gemini there customer service is horrible on attachment below is a copy of my transaction on my bank account transaction with Gemini

    Business Response

    Date: 04/09/2025

    April 9, 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

  • Initial Complaint

    Date:03/25/2025

    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.
    On November 11, 2024, my mother legally gifted me $30,000 via wire transfer from her bank for the purpose of investing in cryptocurrency. I deposited the funds into my personal bank account and used them to purchase assets on ************************. On February 25, 2025, I submitted a withdrawal request to move the assets off the exchange.On March 2, 2025, I submitted all requested documents to Gemini, including a government-issued ID, my bank statement showing the wire transfer, the receipt of wire transfer, a signed source of funds letter from my mother detailing the gift, her occupation, and the legitimacy of the transaction. I also submitted a personal letter explaining my occupation and identity. I am a U.S. citizen with no criminal history and no legal violations of any kind.Despite my account being verified and unrestricted, Gemini has withheld my withdrawal without any valid legal explanation or communication. As of today, it has been over 23 days with no response to 10 follow-up emails and no status update of any kind. I have made every effort to comply and communicate in good faith. Gemini continues to withhold my assets while refusing to engage or provide justification.Their prolonged silence has caused measurable harm, including emotional stress, financial loss, missed market opportunities, reputational damage, and time spent preparing legal filings. I am currently seeking compensation for these damages, and I request immediate release of my funds and a formal explanation from Gemini regarding this delay.

    Business Response

    Date: 04/04/2025

    ***** ** ****
    *** *** ***** ****
    **********************
    ******************
    *************
    *** *** ********* *** ********
    ******************** 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 *** ***** 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:03/23/2025

    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 November 21st, 2024, I discovered a security hold on my account. I submitted the asked for documentation shortly after and got confirmation of Gemini's receipt of my documentation on November 24th. However, the security hold was not lifted, and the banks I could withdraw my money to were limited in a strange manner with no explanation. Gemini has since made unreasonable documentation requests, as I have already submitted the required paperwork. I have tried to get this issue resolved several times over the last four months with no help. Gemini has been extremely slow in response times, and their answers to my questions have been vague. I would like Gemini to lift all withdrawal restrictions on my account and allow me to withdraw my funds to my bank of choice immediately.

    Business Response

    Date: 04/04/2025

    ***** ** ****
    ******* ******
    *************************************************************
    *************
    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:03/20/2025

    Type:Billing 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.
    Gemini is freezing personal trading accounts based on frivolous issues like a fraud prevention by my bank. Even though the trading account had thousands of dollars of available assets. An ACH fraud transfer was detected by ****************, and the bank reversed a small ****** deposit to Gemini. Without warning, and now, for the past 5 weeks, Gemini froze thousands in assets, and the entire account is not available. Even after resolution to the overdraft, they continue to fail to respond even after 30 or more emails. Their customer service is not existent, and they do not want to return money or trading rights to their customers. Their actions are borderline criminal and should be investigated.

    Customer Answer

    Date: 03/28/2025

    Better Business Bureau:

    Although the response by their customer service was slow, inefficient, and lacked caring or effort, this seemingly simple situation was resolved after nearly 40 days of emails, and over 50 messages and attachments.

    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 is considered to be resolved.

    Sincerely,

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



     


  • Initial Complaint

    Date:03/13/2025

    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.
    "My Gemini account was locked during the recent cryptocurrency market volatility for ID verification. I promptly submitted the requested documentation over the last two weeks. Despite multiple inquiries, my account remains locked, preventing me from accessing my assets. This extended delay is unacceptable and has caused significant financial distress. I request immediate account unlocking and resolution."

    Business Response

    Date: 03/25/2025

    ***** *** ****
    *******************************
    ************************************************************************
    *************
    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 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:03/12/2025

    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.
    After withdrawing $122.00 from my crypto account on 3/9/25, a restriction was placed on my account when I attempted to withdraw ****** on 3/10/25.I inquired via customer service who responded with a request to submit a selfie along with a written note with the date and a code number held up with and IF. In this case it was my DL. I then attempted to withdraw my funds a day after with no luck. This appears to be a problem with Gemini crypto based on the vast amount of complaints from crypto holders current and past when trying to withdraw their funds. I just want to withdraw my remaining funds from the account, but it appears this might take some time.

    Business Response

    Date: 03/24/2025

    ***** *** ****
    ****** *******
    ** *****
    *************
    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:03/11/2025

    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.
    I have been blocked from my account. I cannot with draw my funds. I have emailed over the last two months seeking my funds. They have started ignoring my emails. I have provided everything thing they have request. I can provide my email correspondence, if necessary.

    Business Response

    Date: 03/24/2025

    ***** *** ****
    ***** ******
    ******************************************************************************************
    *************
    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 *** ****** has withdrawn her 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:03/11/2025

    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.
    I invested money in crypto with Gemini several years ago, but have never made a withdrawal. On February 5, 2025 I received a suspicious call regarding a withdrawal being attempted from my account. When I inquired via email, I was told my account needed to be verified and the matter was being addressed. It has been several weeks since then, and I have yet to hear about any resolution. I have been repeatedly ignored when I send emails and the phone number only has a recording that says to send an email.

    Business Response

    Date: 03/21/2025

    ***** *** ****
    ****** *****
    **************************************************************************************
    *************
    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 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:03/09/2025

    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.
    Gemini said my authority app was compromised and bunch of lies was thrown around he told me the best way was to transfer all in my money in my account over to kraken exchange i told him no as the whole thing seemed strange, I told him I'll put all my funds back in my bank then he froze my account. He also cut me off the Gemini support line.

    Business Response

    Date: 03/20/2025

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

    Customer Answer

    Date: 03/25/2025

    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: IT IS STILL THE SAME MY ACCOUNT IS FROZEN HOWEVER **** **** SAID IT WILL BE UNFROZEN WHITHIN 6 BUSINESS DAYS IT IS NOW 7 AND NOTHING.

    [Your Answer Here]

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:03/07/2025

    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 purchased cryptocurrency on the Gemini exchange, and hold approximately $19k in my account. A week ago, my account was frozen for no apparent reason. I reached out to Gemini, went through their full identity verification process, and still have not heard anything substantial from them in seven days. I've received no explanation about why my account was frozen. All my recent deposits have fully cleared with my bank, and I haven't engaged in any unusual or suspicious behavior. It's deeply frustrating to have my access to my own funds restricted, and I am seeking the BBB's help in restoring access to my own money.

    Business Response

    Date: 03/18/2025

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

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

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.