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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.
  • 218 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:02/03/2025

    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.
    I opened an account a few years ago with this company. I never used it and forgot about it. I am receiving emails regarding it. I called the company to report the situation as I believe the account was used fictisously under my name. I received an email on 1/8/2025 from the Gemini support team assuring me the account was permanently closed, it is not as I am still receiving emails about it . Just want to be sure this account is closed

    Business Response

    Date: 02/14/2025

    ******** *** ****
    ****** ***** ******
    ************************************************************
    *************
    *** *** ********* *** ********
    ************************************** 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 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:02/02/2025

    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.
    2 fraudulent transactions were done on Jan. 11th and didn't reflect until Jan. 14th. The fraudulent transactions were unauthorized deposits into the wallet. I contacted support about the issue and issued a complaint. They froze the account due to fraudulent activity. I have not heard any progress about the fees, no answer as to when my account can be unfrozen, and when i can withdraw them into my bank account. The fraudulent deposits overdrew my bank account, and i have yet to receive those missing funds which are critical.

    Business Response

    Date: 02/14/2025

    ******** *** ****
    ******** ***
    ********************************************************************************
    *************
    *** *** ********* *** ********
    ******************** has reviewed the complaint filed by *** Day. 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 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 *** Day as a result of this matter.  
    Best,
    Gemini

  • Initial Complaint

    Date:02/02/2025

    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 using Gemini to purchase cryptocurrency for a couple of years. One day, in late October/early November, I logged in only to find that my account was frozen and a security hold was placed on the account rendering it useless. I reached out to Gemini and was told that I had to upload a photo and have the hold removed. I uploaded a photo by submitting a selfie with me and a note asking for the freeze to be removed. After two months of going back and forth with Gemini and asking them to close the account. ******************** stated that I could not close the account because there were funds still in the account and the account needed to be at a zero balance for me to close the it. At this point I tried to withdraw the crypto balance and received an error message stating that I could not close the account until I sent a picture of myself which I had done previously. This went on for two straight months and me emailing Gemini numerous times only to be ignored. I now have no way of getting my money from Gemini LLC. What I have noticed now is that I am bombarded by scam emails asking me to update a wallet. This company seems very sketchy, dishonest and is clearly lacking any kind of security precautions. I am at a loss of how to retrieve my money from this company and have this account closed permanently! I have done EVERYTHING that Gemini has asked of me and still no resolution. I am going to also file a complaint with the ************************ in my state due to the lack of response and complete disregard from Gemini. It is my hope that others will NOT have to go through this. Although, reading some of the complaints against Gemini, I fear these tactics will continue

    Business Response

    Date: 02/14/2025

    ******** *** ****
    ***** ******
    ** ******* *****
    ******************** ***** 
    *************
    *** *** ********* *** ********
    ******************** has reviewed the complaint filed by *** ******* We appreciate her issue being brought to our attention and the opportunity to respond. 
    Please note this matter has been resolved and *** ******* account is now fully operational. A response from Gemini has been communicated through Ticket ID #*******, please respond to Ticket ID #******* should there be any additional questions or concerns related to this matter. 
    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:01/31/2025

    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.
    On January 29, 2025, I wired a total of $215,000 to Gemini Trust Company LLC, using the wire transfer information provided to me for my Gemini account. The payment was received on the same day, and I received an email confirmation from Gemini stating that the $215,000 had been deposited into my account and was available for trading and withdrawal.However, after trading the USD funds I had deposited, I was unable to withdraw them. Every attempt to withdraw resulted in the message: "This BTC withdrawal cannot be completed at this time. Reason: Security hold."I contacted Gemini support, and they sent me an email requesting that I complete a verification process. I completed the verification immediately, but I have not heard back from them ******** request is for Gemini to lift the hold on my account so that I can withdraw my funds immediately.

    Business Response

    Date: 02/13/2025

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

    Customer Answer

    Date: 02/13/2025

    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:

    I contacted Gemini support, and they sent me an email requesting that I complete more verification process. I completed the verification immediately even sent more documentation and answered series of questions required, but I have not heard back from them since.

    My request is for Gemini (Gemini Trust Company LLC) to lift the hold on my account so that I can withdraw my crypto (funds) immediately.

    Ticket ID: *******

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


    Sincerely,

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




     

  • Initial Complaint

    Date:01/29/2025

    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 received an email from Gemini Trust requesting me to confirm my email address. I never heard of Gemini Trust prior to this email and never opened an account with them. I forwarded the email to there fraud department. I received a response addressed to "*******". I am not ******* nor is there anyone with that name in my household. It has been over a week and I have heard nothing more. Gemini trust has a fraudulent account that uses my email address and they are ignoring the fraud.

    Business Response

    Date: 02/11/2025

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


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

    ** *****

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


    Gemini (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. 


    On January 19, 2025, *** ******* reached out to Gemini forwarding a confirmation email she received from Gemini. *** ******* stated she received the email even though she did not sign up for an account. ******************** responded that we would review the issue and reach out to her with any updates. On January 27, 2025, upon completion of Geminis review, Gemini informed *** ******* that a registration attempt was made using her email address. However, a fully verified account was never created or funded and the attempted account opening was closed.


    Gemini conducts a thorough review of all complaints received by our institution and our teams work diligently to address all inquiries in a timely manner. We apologize for any inconvenience experienced by *** ******* as a result of this matter.  


    Best,
    Gemini


  • Initial Complaint

    Date:01/29/2025

    Type:Customer Service 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.
    Problem: Gemini current withholds equivalent of $170k of my assets in Cryptocurrencies (******** ***** ***) and have failed to address this for 7 days now (as of 2025/Jan/27), I have attempted to communicate with them through their customer support, *******, and reddit.Damages: This is causing me significant losses as 1. I am missing out the current high staking rewards (interest rate) of the assets 2. preventing me from selling in a crashing market (this has incurred $10k in losses already). Worst of all, it makes me fear for the solvency of their exchange.Timeline:2025/Jan/20 - I unstaked (the crypto equivalent of moving from a savings account to variable account) ****** worth approximately $60,230.64. I was these would be available in 3 days.They have not released this as of today (2025/Jan/27) [picture1][emailchainticket*******]2025/Jan/24 - I noticed that 3 days deadline has passed, but my staked funds were not released, and instead the release date was unilaterally extended to 28th. [picture2]I began to correspond with customer service to resolve this, also including on ******* directly with senior employees. I have continued to do so since then but no progress has been made.2025/Jan/27 - I began to get suspicious, as I have a large amount of funds with Gemini. I bought ***** ($100k worth) of Bitcoin to withdraw what I can out of Gemini. This is was fine until the withdraw, which immediately led to my account being frozen. [picture3]I corresponded via email with Gemini, who requested my documents [emailchainticket*******], which I provided [*******pic1]. No explanation was provided, and I was told to wait. Please note my account with ******************** has been in use for over 8 years, with numerous deposits, withdraws in the past, KYC was never an issue until this time.Goals:I want Gemini to immediately unfreeze my account, unstake my Solana, so that I can withdraw all my Cryptocurrency and put into custody of my own private wallets.

    Business Response

    Date: 02/10/2025

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

    Customer Answer

    Date: 02/11/2025

    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:

    [Your Answer Here]

    My Solana is still frozen as of 12/02/2025, during this time it has dropped from $280 to $200 and Gemini has yet to respond to this.

    This has caused me significant financial loss.

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:01/28/2025

    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.
    Jan 1 - 25 2025 gemini pro trading platform I thought. I accumulated $9,176. And the won't let me withdraw it.

    Business Response

    Date: 02/10/2025

    ******** *** ****
    ******** ******
    ***** **** ************************************************* *** ********* *** ********
    ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. 
    Gemini did not find any account with the email ********************************

    Gemini is also in no way affiliated with the mentioned platform GeminiPro or any other illicit entities named in *** ******* complaint. Please note that Geminis domain is ********************************************************
    Legally, we are not able to provide any advice on this issue, however, we urge *** ****** to do due diligence whenever he is approached by a third-party regarding a transfer of his crypto. We are not liable for transactions outside of Gemini's wallet.
    For information on determining the legitimacy of an online service we recommend taking a look at our blog post here : **************************************************************************************
    If you are interested in pursuing further action, we recommend that you contact local law enforcement who will put you in touch with the necessary legal bodies. We also recommend filing a complaint with the **** ********************* at Internet Crime Complaint Center(IC3) | Home Page : *********************************

    Best,
    Gemini

  • Initial Complaint

    Date:01/28/2025

    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 attempting to withdraw and transfer my funds for the last month. There was a security hold placed that I was unaware of, I have provided all the information possible and was told that there would be a resolution or an investigation of some sort. It's been a week. I gave my a picture of me and my driver's license and based off of all the previous complaints, I have no urge to wait for this exchange to choose when to lift security hold. Please, I don't understand why it takes so long when there was no sense of foul play.

    Business Response

    Date: 02/10/2025


    ******** *** ****
    *********** ****** ******
    ** *****
    *************
    *** *** ********* *** ********
    ******************** 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 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:01/27/2025

    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.
    My full name is ***** *******, I am writing to seek your assistance regarding an issue I am facing with Gemini crypto exchange. Approximately 7 weeks ago, Gemini placed a security hold on my account, preventing me from accessing my funds amounting to $5,000. Despite submitting all the required documentation for verification, the exchange has refused to release my funds.I have provided Gemini with various documents, including my selfie, driver's license, W-2 form, pay stub, bank statement, and an employee letter from my employer confirming my salary. However, the exchange's support team has been unresponsive and unhelpful. They continue to request additional information, even though I have provided all necessary *************** appears that Gemini is withholding my funds unjustly, and I am concerned that my hard-earned money is at risk. I have made multiple attempts to contact their support team without success.I kindly request your assistance in resolving this matter and helping me retrieve my funds from Gemini. My ticket ID is *******, which can serve as a reference for this issue.Thank you for your attention to this urgent matter. I look forward to your guidance and support in getting my money *********** Tel: ************** My Email : *********************

    Business Response

    Date: 02/07/2025


    ******** ** ****
    ***** *******
    **** * ***** ***
    ******* ** *****
    *************
    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 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:01/22/2025

    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.
    I opened an account with Gemini in November 2024 and began transferring assets ($10K) into it. Following a series of requests to upload documents verifying my identity and the source of my funds, I successfully completed the verification process and was able to purchase cryptocurrency.However, my account has been frozen since December 21, 2024, and I have been unable to withdraw my assets. Despite fulfilling all their requests for documentation, Gemini has not lifted the hold on my account.I have repeatedly requested escalations to resolve this issue, but Gemini's support team has been unhelpful. They continue to ask for the same documents I have already uploaded, resulting in a frustrating cycle of repeated requests and no progress. This has been ongoing for over four weeks.The lack of resolution and transparency has caused significant stress, which is now impacting my mental and physical health. I urgently need this matter to be addressed and resolved.

    Business Response

    Date: 02/04/2025

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


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


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


    Gemini 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 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 


    Customer Answer

    Date: 02/05/2025

    Better Business Bureau:

    I have reviewed the business's response regarding complaint ID ********, and I appreciate that they are taking the issue more seriously. Theyve offered me two solutions: either withdraw my money (which I have NOT attempted) or continue using their platform by providing additional specific documents. Ive chosen to stay and have submitted the required documents. However, I havent received any further updates as my case is still under review.


    What are your thoughts? Should I mark this as 'satisfied,' even though the issue hasnt been fully resolved, or should I keep it open until a final resolution is reached?

    Thank you!

    Sincerely,

    *** ******



     


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

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