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.

Reviews

Customer Review Ratings

1.4

Average of 55 Customer Reviews

Want to share your experience?

Leave a Review

Review Details

  • John B

    Date: 02/27/2025

    Gemini is not a good company. At first, I was impressed that they did well making it through the *** collapse and moved funds with little problem. I've never had issue until today, other than thinking their coin selection was VERY POOR. After nearly a decade of using them, now I know why they are horrible. After a fraud detection transaction was accidentally reversed on deposit to Gemini, a seemingly little problem from a US Bank, Gemini Froze all accounts and assets and hasn't let me use access my account for nearly 7 days. They have full control of over 5K worth of crypto and at this point, I am worried about the outcome. I reached out to customer service and NO ONE responds. Worst customer service EVER. Basically, if there is ever a problem with GEMINI, don't expect help. Also, they will freeze your account and never release it. DO NOT USE THIS COMPANY. Horrible.

  • John S

    Date: 02/17/2025

    NOT respond in a reasonable timeframe. I have emailed Gemini Trust several times with little to no response. The customer service is terrible. The ********************** doesnt have a phone number to talk to a live person. You have no freedom to resolve issues freely online chat. Please help me unfreeze my account. I am seriously thinking to close my Account.

  • Muhammad B

    Date: 01/09/2025

    This has got to be the worst company operating in the crypto space. I have several accounts with several different exchanges and I have never experienced the type of problems anywhere else that I have experienced with this sham of a company. I have a fully verfied account with this company (Federal ID, bank account, etc) and each time I was trying to transfer a small amount of crypto, an error message would pop up on the screen and tell me that there was some sort of security hold on my account and to contact customer service. I contacted them (via email) and they informed me that I needed to verify my ID. Again. I responded to the email and asked for the reasoning behind the request - as I was only sending $50 worth of crypto to one of my own accounts - to which I received a copy-paste reply that I needed to upload my ID again. Not only that…they wanted me hold the passport in my hand next to a picture of my face, along with a handwritten note that had the case number (from the email) and the date on it. Mind you, all of this they were reqeuesting for a fully verified account. Anyways, despite the fact that it felt like a mugshot, I submitted the request so that I could move along with my transaction. I received an email thanking me for uploading the documents, to which I replied - ‘please unlock my account ASAP’. Long story short (shorter) my account has still not been unlocked (10 days later) and I have stopped receiving correspondence from them even though I have sent multiple emails since then inquiring about what the heck is going on. Put your money in this TRUST company at your own risk. Me? I converted my crypto back to USD and transferred it back to my bank account. I’ll be deleting my account in the next day or so and moving on with my life. Terrible company; I’m not at all surprised that they have an ‘F’ rating.

  • Mark W

    Date: 01/07/2025

    I would like people to be aware of the actions of Gemini Trust Company, LLC , a cryptocurrency exchange licensed to operate in many US states.They have placed a security hold on assets I have on deposit with them. They have not provided me with a reason for placing this hold. No actions on my part should have triggered such a hold. I logged into their site using a proper user name and password. I passed their captcha screen. I then provided a valid 2FA (two-factor authentication). Gemini has requested additional information from me to verify my identity. I promptly provided that information. They have still not released my funds. It is now approaching a month of delays on their part.

  • RUDOLPH C

    Date: 12/30/2024

    ******* *****: Issues with Gemini Trust Company LLC Account My ******************** account has been frozen since 2022.I learned that my digital assets (i.e., Bitcoin) had not transferred to my Trezor cold wallet.I learned of the above after receiving a scam phone call September 2024, noting that someone had attempted to breach both my ******** and Gemini accounts.I thus contacted Gemini to unfreeze my account to obtain records of my transfer transactions and retrieve my aforementioned digital assets.Following eight email communications since September 14, 2024 (2 in September, 4 in October and 2 in November) through October and November 2024, to date, I have not received any communication that my account has been unfrozen, despite email assurances that Geminis customer service/account security team was investigating the matter and that the process would be completed as soon as possible.I have sent a series of four required photos with a selfie of me holding my driver license, citation of the date and case ID# in the photo. These actions have not produced a resolution of my request to unfreeze my Gemini account.Customer service has a policy of no communication via phone to resolve any outstanding matters to facilitate unfreezing my account (not even at the corporate level when one calls the corporate number listed. All communication must be via email (engagements and replies).My requested desired resolution is to have my Gemini account unfrozen to view prior transaction records to hopefully enable retrieval of my lost Bitcoin. No actions to unfreeze my account have occurred to date (12/30/2024). Until viewing ************************, I was previously unaware of this company's poor reputation and egregious fiduciary malfeasance! The company needs to be placed in receivership to assist defrauded customers.

  • Darren N

    Date: 12/27/2024

    The website is intrusive and requires its approval for wallet addresses. If it is a wallet address that it politically dislikes, Gemini will require ridiculously intrusive personal data. After I labeled one of my already APPROVED wallet addresses "*****" the platform froze my account and wanted to know what website hosted the wallet address, how I created the wallet, what was it funding, and how I heard of "*****."
    If you are looking to sue them, I suggest you open an account with them. If you are just day trading cryptocurrency, then it is a left-wing activist platform that does not respect the 4th amendment of the Constitution. DO NOT WASTE YOUR MONEY THERE! YOU WILL REGRET ALL THE WASTED TIME YOU SPEND JUSTIFYING YOUR INVESTMENTS!

  • Cherrese M

    Date: 12/04/2024

    If I could give negative starts I would. I regret ever putting my money into this company. Listen to the reviews!!!! DO NOT TRUST GEMINI! These guys let me put in money from my bank account, made me send a wire transfer from my bank to verify my account that cost me $40, and still wont verify my account so I can withdraw. So crazy that they took money from the same bank account they keep me from withdrawing to. They basically stole my money. They keep asking for things like bank statements which I think is sketchy in itself and now they are ghosting me. There is no number to talk to an actual human they keep telling you to email them. They wont even let me transfer my crypto out because its supposedly not verified after I did the wire transfer. This company is a complete scam get your crypto or your money out ASAP. There needs to be a lawsuit against these people Im not the only one they steal money from. I just want my money or to transfer my crypto out. Its ridiculous.

  • Anthony M

    Date: 11/30/2024

    I copied and pasted my receive address for a crypto transfer. Its been awhile and I havent heard back from the customer service about where my crypto deposit is. The transfer was successful on the coins blockchain website, I emailed customer service three times and they have not responded to my emails or provided any update.

  • Delmy M

    Date: 11/27/2024

    Gemini has frozen my account and I have sent all the information theyve asked me but I am now seeing that so many people are having the same issue. They will not give me my account so I can take my funds, Gemini is a complete scam and I dont understand how they are still in business. Horrible Company.

  • Beverley F

    Date: 10/04/2024

    For any hack related jobs, crypto recovery or data and fund recovery reach out to (contactzattechrecovery AT G mail c o m) they also help trace accounts that are hacked and track down scammers as well.

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.