Complaints

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.

• Initial Complaint

  Date:01/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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, a cryptocurrency exchange platform, for placing my account on a security hold for over a month without providing any explanation or resolution. Despite my repeated efforts to resolve the issue, including submitting all requested documents and verifications promptly, Gemini has failed to release my account or provide clarity on the matter. I have $27,000 on my account currently. on December 26nd, 2024 I noticed that my Gemini account was placed on a security hold, restricting my access to my funds. I immediately contacted their support team to inquire about the reason for this hold. In response, I was asked to submit specific documentation to verify my identity, which I promptly provided on [specific date]. Since then, I have followed up multiple times via email and the support portal, but I have only received generic responses or no response at all.The prolonged account hold has caused me significant inconvenience and stress, as I rely on this account to manage my cryptocurrency investments. I find Gemini's lack of transparency and responsiveness in this matter highly unprofessional and unacceptable.I am requesting the BBB's assistance in resolving this issue with Gemini. Specifically, I would like the following actions to be taken:Immediate review and resolution of the security hold on my ********** have access to my funds A clear explanation of why my account was placed on hold in the first place.Assurance that such delays and lack of communication will not occur in the ********* have access to my funds

  Business Response

  Date: 01/31/2025

  ******* *** ****
  ****** ******** **
  ******************************* **
  ******************
  *************
  *** *** ********* *** ********
  ******************** 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:01/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Dec 23, I tried to transfer out my cryptos but it failed due to a 'security hold'. I emailed customer support and they asked for a selfie with ID, paper with date, and support number written on it which I provided. Ticket ID: ******* its been 3 weeks. Ive asked for updates every week but 0 response. My desired resolution is the I have had and used Gemini for over 4 years and the credit card for almost 2 years now. I have had no issues prior to this and I like their credit card. If it wasnt for the complete lack of updates from their customer service, I would not have turned to filing a complaint with BBB.

  Business Response

  Date: 01/31/2025

  ******* *** ****
  **** *****
  ** *****
  *************
  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:01/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a Gemini account on 12/21/2024, to start trading in crypto. I went ahead with putting $2000-00 into the account and got ready to start trading. The deposit was done in two payments and was pending to reflect in my Gemini account. The payment went through and was cleared, so I had $2000-00 in my account wallet. A third $1000-00 then shows as pending and I contacted my bank and stoped only the last payment, before it cleared from the bank. Gemini then froze my account, which I thought was pretty good for security reasons. Problem is, I can not get my account unfrozen. I sent emails with the photo verification of my face and ID twice now and can not get them to unfreeze the account. If I send and inquiry email, I just get an automated email response, saying that they will let me know whats happening the next steps are. It has been three weeks since they froze my account. When I log in, it shows my balance as $2000-00 for just a second and then shows the screen as YOUR ACCOUNT HAS BEEN FROZEN. Can you please assist me in getting my account unfrozen, so that I can start trading. Customers can not contact this ********************** in any other way, then the very poorly automated email system.Thank you so much for the help Regards **** *******

  Business Response

  Date: 01/29/2025

  ******* *** ****
  
  
  **** *******
  
  
  **** ******** ***
  ********** ** *****
  *************
  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, reviewing updated information provided, 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:01/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a customer of ******************** since 2017. I had assets frozen in their Earn program since November of 2022. Thankfully, earlier this year they were finally returned to me on their platform. I decided in December *********************************************** order to consolidate everything to a single location and prepare for the *** Safe Harbor rules for 2025. Unfortunately, after attempting to withdraw my first cryptocurrency on 12/20/2024, I was greeted with a error "Sorry, this DOGE withdrawal cannot be completed at this time. Reason: Security hold. Contact ************************************************************."I contacted support through email on 12/20/2024 and received a response from "****" on 12/21/2024 requesting a photo of me holding my ID and a hand written note of the current date and ticket number *******. I immediately provided the requested photo and received a response from "Sofi" on 12/22/2024 stating that the image had been received and they would handle it as soon as *********** has now been 19 days since their last response and I still do not have access to my money. I missed the deadline for the Safe Harbor consolidation as a result. What is even more frustrating is I have all their security features enabled on my account to prevent unauthorized access. All withdrawals can only be made to addresses in which I approved over 6 months ago. I also have a physical security key that must be connected in order to initiate a withdraw. Regardless of these strict security features being enabled, my account was still put on ******* is next to impossible to speak with anyone regarding this issue. There are no phone numbers, only a single email in which I can't get a resolution from.

  Business Response

  Date: 01/27/2025

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

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  Between 11/12/24 and 11/15/24, I deposited $25,000 with Gemini as USD, and on 11/15/24, I used those deposited funds to purchase USDC which is a Cryptocurrency stablecoin. Per their company policy, All ACH deposits take four to five business days to clear and the withdrawal hold will be active for the duration that the funds are in transit. On 12/2/24, well after the funds cleared, I attempted to withdraw my **** funds from my Gemini Cryptocurrency wallet to another wallet. In doing so, I received the error: Sorry, this USDC withdrawal cannot be completed at this time. Reason: Security hold. Contact ************************************* 12/2/24, I emailed Gemini support for assistance with this issue. In their reply, on 12/2 I was asked to provide 1) A view of your full face, 2) Your ID that was used to register with Gemini, and 3) A handwritten note that states the current date and says [XXXXXXX] underneath. In my reply, also on 12/2, I provided the requested information. Because I did not hear back from them with a resolution, I followed up, in email, on 12/4, 12/5 and 12/9.On 12/12/24, Gemini support finally replied to me. In their latest reply, I was asked to provide third-party documentation (bank statement that shows a balance history, pay stub, tax return, etc.). In my reply, also on 12/12, I provided the requested information. And for the record, no other ***** Cryptocurrency platform ********** **********, Kraken) has ever put me through this type of questioning or demanded that I provide this type of personal information, which in hindsight feels like a legal violation of my privacy. Because I did not hear back from them with a resolution, I followed up, in email, on 12/18, 12/24, 12/26, 1/2/25 and 1/6/***** for today, 1/8/25, it has been 28 days since I have last heard from Gemini support. And it has been a total of 38 days since I first reached out to Gemini support for assistance.

  Business Response

  Date: 01/24/2025

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

  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:

  My request with Gemini Support started 12/2/24, which means to date, it's been 57 days without a resolution. I'm currently, still blocked from withdrawing my own funds.
  
  Since filing my complaint with the Better Business Bureau on 1/8/25, Gemini has only responded twice (on 1/11 and on 1/23) despite my numerous attempts to urgently request that my account be unlocked; see the attachment for my latest email communications with Gemini Support. In their last two replies, instead of a resolution, I was asked additional questions, totaling four rounds of questioning. No other U.S. based cryptocurrency exchange ********** **********, Kraken, etc.) asks for this level of financial information from it's customers which I strongly feel is a violation of my privacy.
  
  Two responses, in 21 days, and both responses being another round of questioning, without any resolution, does not, in my opinion, match the description of "Please note this matter has been escalated to the necessary teams and Gemini is working to resolve the matter as quickly as possible", which is from their response.
  
  I want immediate access to withdraw my funds from my account with ********************. And as a former customer of ****************************** which filed for Chapter 11 bankruptcy in 2022, I am fearful that I will never have access to my funds again.

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

  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 deposited $40k on 1/3, waited the 5 days for the *** hold to be completed and they have now put a security hold on my already verified account. I sent them the requested information on 1/6 but have not updated my account to lift the hold and will not allow me to withdraw any of my funds.

  Business Response

  Date: 01/24/2025

  
  ******* *** ****
  **** *******
  **************************************************************************************
  *************
  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 this matter is pending response from *** ******** Once *** ******* responds to Geminis inquiry through Ticket ID #*******, we will be able to proceed with 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:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 joined a bitcoin investment group lead by a financial analyst named ***** ***** **************************. Phone ************. I invested the day after Thanksgiving. I made ***** on the platform GeminiPro. I was contacted by Jerrys helper ************. I had to pay taxes and the financial analyst fee of 30% before I could w/d my earnings. I did that and they will not let me remove the money because I didnt withdraw it in a certain order. Now they want me to send them an additional 7000 with a phone of me holding my ID.

  Business Response

  Date: 01/27/2025

  January 27, 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. 
  Gemini is 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 she is approached by a third-party regarding a transfer of her 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:01/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 had an account with ******************** Cryptocurrency exchange for over 4 years. No previous issues. I have been using the account for transfers consistently through the years. On Dec 14th, I attempted to transfer my funds out of the account like usual however I was notified my account has been placed under a security lock. I contacted Gemini support per their guidelines via email, after a quick reply asking me for additional verification, which I sent promptly. Their responses stopped. The last email received was on Dec 17th. My account is still locked, I can't have access to my assets. Gemini will not reply to my emails and I cannot get a resolution. I just want my money, they locked me out of a large sum and will not fix the issue. Everyday that goes by I'm loosing more cash due to the volatile nature of cryptocurrency.

  Business Response

  Date: 01/16/2025

  
  ******* *** ****
  
  
  ******* ********
  
  
  *******************************************************************************************
  *************
  
  
  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 this matter as quickly as possible. Our team is investigating 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: 01/20/2025

  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:

  Due to the length of response time, I liquidated all of my assets and transferred my cash out of the Gemini Account. I had to pay double fees in order to do this. My account is still locked, and Gemini is asking me to provide personal information that I do not feel comfortable to provide. This information was not required to register the account and begin trading. Gemini did not resolve my issue, but my complaint can be closed because I no longer use their services due to horrible customer service and very questionable operations with their customers money.
  

   

   

   

   

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

  
  Sincerely,
  
  ******* ********
  
  
  
  
   
  

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 purchasing crypto on the exchange when I tried to withdraw to my external wallet I was blocked with a security hold. They requested a selfie with my license which I provided and have also been told they received it yet there is still a hold and no one will respond to the the emails or tickets Ticket number *******

  Business Response

  Date: 01/08/2025

  ******* ** ****
  **** ********
  *******************************************
  ****************
  *************
  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. Our team is investigating 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: 01/21/2025

  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:
  

  
  

  The company didn’t provide a resolution to the problem they say that my account is now under review and that I could withdraw my money in fiat but unable to attach an account to do that and I requested my account to be closed and to send me a check and they said they don’t send checks. The only option is to receive a wire transfer at my expense but my bank doesn’t support wire transfers so that isn’t possible

  
  
  
  Sincerely,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:12/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing a complaint against Gemini Trust Company, LLC (Gemini), a cryptocurrency exchange, for their failure to resolve a "security hold" on my account, which has prevented me from withdrawing funds. Despite submitting documentation multiple times and following up frequently, Gemini has not provided a resolution.Timeline of Events:Nov 22, 2024: I contacted Gemini support regarding login issues and submitted the requested documentation (photo ID, handwritten note).Dec 7, 2024: Gemini placed a "security hold" on my account. I submitted additional documentation as requested.Dec 17, 2024: Repeatedly submitted documents due to lack of progress.Dec 19, 2024: Followed up again with all prior documentation. Gemini responded but failed to provide actionable updates.Dec 20, 2024: Gemini sent a follow-up email acknowledging the case but offered no resolution.Nature of the Problem:Security Hold on Account: ******************** has blocked all withdrawal attempts with the message: "Sorry, this withdrawal cannot be completed at this time. Reason: Security hold."Repeated Documentation Requests: I submitted documents on Nov 22, Dec 7, Dec 17, and Dec 19, 2024. Despite compliance, Gemini continues to request the same documents.Delayed Communication: Responses have been vague, repetitive, and lacking resolution.Impact on Me:I am unable to access my funds, causing stress and financial inconvenience.Desired Resolution:Immediate removal of the security hold and ability to withdraw my funds.A clear explanation of the hold and why it persisted despite compliance.Assurance this will not happen again.

  Business Response

  Date: 01/07/2025

  ******* ** ****
  ***** ****
  **********************************************************************
  *************
  *** *** ********* *** ********
  ****************************************** or we) has reviewed the complaint filed by *** ***** We appreciate this matter being brought to our attention and the opportunity to respond. Please note 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