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Business Profile

Virtual Currency

DBA Bitbuy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 5 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:06/12/2024

    Type:Order Issues
    Status:
    Unanswered
    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 doing buisiness with Bitbuy for just over a year, and their partner company ********** over 6 years. With no issues till now, I have had nothing but positive things to say about they till now. But, they (both Bitbuy and **********) locked my account restricting withdrawls to only Canadian dollars with no explanation; after permitting withdrawls (of any type) since I became an account holder. I have attemped contacting customer service but have recieved no explanation, or contact.

  • Initial Complaint

    Date:14/09/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 Aug 27 I withdrew 3 *** but after 3 days later my request was still "in pending". I submitted a ticket asking why it took so long to complete the transaction because the previous time when I withdrew half *** it took only 10 mins to proceed. For no reason my transaction got cancelled and got a call saying I should contact them to schedule a call for their help. I have been calling them and left few messages for more than 2 weeks but NO replies. I submitted another ticket asking what are the next step to withdraw but again NO replies. Then suddenly my account is "freeze" so I can not even request any withdrawal yet without further explanation as to why and how long. The website just said for security reason to hold the account for first time withdrawal but not applicable in my case. There is NOWHERE mentioned how long they tend to keep my account on hold for no particular reason. This is not acceptable!

  • Initial Complaint

    Date:25/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 made application for their wallet and deposited $9000.00+ approximately 3 weeks ago. 2 weeks ago I tried to withdraw the funds. They advised that that the first deposit or withdrawal requires a waiting period, for two weeks now i have tried to contact them to resolve the hold of funds. They have not responded to any of my dozens of emails other than to advise your request (******) has been updated. It will be reviewed as soon as possible. This reply I have been getting every day for 3 weeks. In the meantime they still have $9068.93 which they will not release nor reply to my emails.

  • Initial Complaint

    Date:05/01/2024

    Type:Product 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 transferred 500$ in bitcoin to them, with the intention of converting it to CAD and withdrawing it. They blocked my account from any Bitcoin or CAD withdrawal, ultimately allowing me to send they funds but not withdrawal, ******** from me the value of 500$. Their support is not helping me get this issue resolved and I have been waiting and waiting for support. It appears the issue happens with others as well, based upon the reviews of this Bitbuy online. *******.

    Customer Answer

    Date: 01/02/2024

    It took a full month but it finally got resolved.

  • Initial Complaint

    Date:08/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello,

    I have a BitBuy account where I invested C$10,000, and now I should have about $15,000. However, I changed my phone number and submit a request for a change. I did it on Sunday Dec 3rd, 2023 for the first time. They received the request and sent an automatic email saying it was received and they would contact me.

    On Tuesday, Dec 5th, as nobody contacted me, I spent hours looking into the website and found some instructions to change the phone number. I followed all the rules, and sent all documents they request. Again, I received an automatic response, and 48h from the submission and nobody ever contacted me yet.

    I am still waiting for their contact, and concerned about my money.

  • Initial Complaint

    Date:04/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a pensioner , my name is ******** ********** .
    Because of high level of inflation in Canada, to save money, I transferred my savings to the cryptocurrency exchange company ******com. They claimed themselves as the only official, trusted company serving Canadians; they required photo verification with my ID handy, my bank account information, and other personal data. I didn't have any complaints till yesterday. They announced transferring *****.com and all their clients with accounts and assets to their parent's company Bitbuy.ca by December 1, 2023. At *****.com I had $57,592.78 CAD . After moving to Bitbuy.ca my account became empty. I contacted ***** ******* (request ******) and didn't get any information on what happened with my money. Instead, they referred me to Bitbuy. They didn't present me any proof they really sent my money to Bitbuy. Bitbuy ******* doesn't even have a contact phone ! They just informed me they will look at it , but didn't contact me after two days about their investigation. My request (******)
    These companies don't provide either statements or receipts . The only proof about my CAD assets is a confirmation email from ***** from 08-23 -2023 about selling my Bitcoin assets for 57,592.779424 CAD Order ID: *********** * Since then, I didn't trade anything. If you need, I can forward you the confirmation email to the address you will provide me.
    Could you help me recover my ******* savings ? They don't pay much attention to customers, but may your authority will make them look for my ****** money.
    *****.com | *******@*****.com | 1-***********

    https://*******.******************

    Thank you,
    ******** **********

  • Initial Complaint

    Date:29/03/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Feb 9, 2023, 9:36 PM EST I emailed bitbuy to change my phone number, to which they replied to have received my request & updated. **** *** ***** **** ******* ******** *** **** ******** ** *** ********** ********* ***** ** **** ****** ***** ******* ******** * *** **** * ***** **** ******* *** ************ **************** ******** * *** ******* ******* ** * ****** ******* ******* ******** **** ******* ** End of March I tried to login with 2 step authentication, however did not receive the text so I could not be verified and cannot access my account or funds.

    On Mar 27, 2023, 9:54 PM EDT I emailed bitbuy to follow up on why I could not get access, she replied saying that they needed info [Picture/ID] which i did 3 times. They then told me there was an issue with my ID which does not make sense, as it is a Gov issued drivers license. I even sent them all photos of my past interactions with them. with them which had the same drivers license. So they accepted this same drivers license when I opened my account yet tell there is an issue with the same drivers license. **** ***** ** ****** ** ***** **** * ********* ****** ** ****** *** 
    Bitbuy response:
    Your request ******** has been updated. ** *** ********** ********* ***** ** **** ****** ***** ******* ******** * *** **** * ***** **** ******* *** ************ **************** ******** * *** ******* ******* ** * **** ***** ******** ******* ******* ******** *** *** ***** **** ** *** 
    They are now NOT responding to my emails, and I tried calling them several times and the number just hangs up. to change a phone number to gain access to my funds ****** *** ** **** *********.


    They withholding access to my account **** ** ********. Any help would be appreciated.

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

DBA Bitbuy is NOT a BBB Accredited Business.

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