Complaints

This profile includes complaints for Bitcoin Depot Operating, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bitcoin Depot Operating, LLC

  3343 Peachtree Rd NE Ste 750 Atlanta, GA 30326-1429

• 

  Bitcoin Depot Operating, LLC

  6512 Gall Blvd Zephyrhills, FL 33542

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:08/18/2025

  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.

  8/17/25 5:44 pm Used a bitcoin atm from coin depot (102 E belt line *************)put in $260(cash) and only got $180 worth of bitcoin never said anything about losing 70% and even had a $4 service fee (see attachment)Called customer support while the transaction was going through, and they didn't do anything ended up selling what I could using kraken because they wouldn't do anything if you look into the reviews, there are a bunch of users complaining about the hidden fee these machines are a scam and I need my money back

  Business Response

  Date: 08/27/2025

  Thank you for you feedback. There was a $3.00 service fee that is clearly displayed during your transaction and on the receipt. The sale price of the Bitcoin is also clearly displayed. You receive $260 worth of bitcoin at the price that we were selling it for at the time of your transaction. We consider this matter now closed.

• Initial Complaint

  Date:07/11/2025

  Type:Delivery 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 the victim of a cryptocurrency scam involving Bitcoin Depot, seeking a pathway to receive the money I was scammed out of. I was contacted by phone by several individuals purporting to be agents of the US government (one from US Customs and Border Protection, one from the US Treasury and another from the US ********* I was informed by these individuals that US *** seized a package addressed to me containing counterfeit IDs, drugs, and $5,000 in cash, and that I was the subject of a criminal investigation. They specified that I had two options: cooperate to demonstrate that I was the victim of identity theft or hire a defense attorney. In an attempt to cooperate, I obeyed their instructions to withdraw money from my bank account and deposit it into a Bitcoin Depot ATM temporary digital account so that I could demonstrate that my accounts were not linked to criminal activity. Only after depositing $5904 into the BitCoin Depot ATM did I learn that this was a scam. I contacted Bitcoin Depot immediately to request a hold on the transaction and return of my funds. They stated that they do not have a process to initiate a hold and could not return any funds. I note, however, that my deposited cash was sitting in one of their ************ and seemingly could easily have been retrieved and returned if they had a process for victims to pursue (eg, filing a claim with law enforcement and allowing law enforcement to reclaim fraudulently obtained cash). I seek return of my money. I have filed reports with the ***, ***, Mass Attorney General and local police department and can provide documentation of same.

  Business Response

  Date: 07/17/2025

  It is unfortunate that you fell victim to a third-party scam; however that third-party bad actor has no affiliation with our company. Transactions in cryptocurrency are instantaneous and irreversible, which is why we have physical signs on our kiosks warning of potential scams as well as various warnings and prompts on screen through the transaction process. Further, we do not permit transactions to go to a wallet address that the customer does not certify is within their control. When the customer instructs ********************** to send bitcoin to a particular wallet address and confirms that the wallet is within their control, the customer inserts that appropriate amount of **** currency and the bitcoin is sent from the company inventory to the wallet address provided. This is an irreversible transaction. I am happy that you filed reports with all of the various agencies and I encourage you to work with law enforcement to retrieve your bitcoin. As always, Bitcoin Depot is more than willing to cooperate with law enforcement requests for records or even to assist with bitcoin tracing and other facets of their investigation.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23585303
  
  I reject this response because: While I understand that the third party involved in this scam had no affiliation with your company, your company is complicit in scams such as this because apparently you have no processes in place to protect consumers or assist consumers with resolving complaints.  One of your competitor companies, through which I was also scammed on the same date as the transaction I contacted you about, does have a process by which consumers can file complaints.  I filed a complaint with that company several hours after the transaction at their machine and they were able to successfully hold the transaction and have already provided notice that they are refunding my money.  I would be happy to provide documentation of my communications with this company. 

  Based on my experience with your competitor, I do not believe it is accurate to say that all cryptocurrency transactions are instantaneous.  Clearly, as evidenced by the processes used by your competitor, there are mechanisms that cryptocurrency companies can implement to protect consumers by putting interim "holds" on certain transactions (in their case, the customer service agent told me that because it was my first transaction with their company, the transaction was still pending when I contacted them to file a complaint).  Moreover, it is unacceptable for your company not to have any process by which consumers can file a complaint and, upon providing sufficient documentation, receive a refund.  

  Respectfully, I again request a refund of my money.  

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

  Business Response

  Date: 07/28/2025

  Respectfully, Bitcoin Depot sent the bitcoin that you bought, to the wallet address that you provided for us to send it to. We are happy to work with law enforcement to assist in their investigation to track and recover the stolen bitcoin. We have several warnings throughout the transaction process and one physically on the machine as well to draw attention to possible third-party scams and to protect our consumers. Thank you.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23585303
  
  I am rejecting this response because:  Respectfully, my initial complaint has still not been addressed.  BitCoin Depot has not explained why they do not have processes in place to:  1) protect consumers who have never initiated a bitcoin transaction before and have no knowledge of what a bitcoin wallet is; or 2) to allow consumers who have been scammed to submit a complaint.   As previously noted, a direct competitor of BitCoin Depot has a $1,000 transaction limit in place for consumers who have never used their services previously.  That limit saved me from transferring additional money via their machine to the scammers who deceived me.  It is unclear why BitCoin Depot does not have a similar protection (transaction limit) in place.   The same competitor has an excellent customer service line staffed by live operators.  When I called to submit a complaint that I had been scammed, the operator promptly placed a hold on the pending bitcoin transaction and provided clear, concise instructions regarding how to submit a written complaint so that I could received a refund of my money.  That refund has been processed and provided to me in full.   It is unclear why BitCoin Depot does not have a similar process in place to allow consumers who have been scammed to submit a complaint directly to the company without having to submit a complaint via the Better Business Bureau as I did. 
  

  Once again I respectfully request a refund of the entirety of the money I submitted via the BitCoin Depot machine.  But for your companys failure to have adequate consumer protections in place as described above, would not have been scammed out of $5904.00.  For your review and records, I have attached herein a copy of the complaint I submitted to the *** via the iC3 portal. 

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

• Initial Complaint

  Date:04/16/2025

  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.

  On April 15, 2024, ******* ******** placed 9900 into a bitcoin depot atm machine in ***************** fl. It was a scam. Attempts to get money back from bitcoin depot have been futile. In fact they blocked my calls and only way to get them to answer to to use a different phone. They are ignoring me and will not refund the money saying it was a legit deposit. Unfortunately ******* sent money in the Bitcoin atm to a fraud ***************

  Business Response

  Date: 04/23/2025

  Please see our response attached. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23212633
  
  I am rejecting this response because:    Your bitcoin atm machine is non *** compliant.  You violated her *** rights.   Moreover. You claim a Mr ****** called and or wrote your company.  I do not know of a Mr *******   Holder was a U.S. attorney under *****.    I suggest you check your notes.    ******* *** rights were violated.  Your machine display of a red warning is not in eye sight and in direct view of a west sun making it unre***ble.  Also yes you did block all my calls. Moreover.  I am objecting to bitcoin depots assessment of my actions on numerous calls.  Your **** were rude to me.   If this matter is not resolved promptly a complaint will be filed with the sec   State of Fla **** general  *** discrimination department.  Please lets try to solve this matter 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/30/2025

  Please see our response attached. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23212633
  
  I am rejecting this response because:  your letter fails to address the root cause of this *********.   Your bitcoin depot atm is in direct violation of *** law and is non compliant.    I went to subject location again.   The southwest sun blocks the screen and the red warning cannot be viewed.   The location window did not have shades to prevent sun from reflecting on screen.   Moreover the one warning is below eyesight.    ******* ******** has an eye medical disability and cannot see screens well as well as a warning sign of of eye sight view.   Once again, I urge you to address these issues to avoid *** ********* drawn as well as a ********* initiated with the attorney general of both ******* and *******.   
  

  also, a call to bitcoin depot from my cell phone is still blocked.   If I do *67 the call will go thru, as *67 prevents called id.   Your firm has blocked my ************ phone number for reasons unknown to me.  I can only speculate as to why your firm blocked my phone number.

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

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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 $40 into the *** and they said that the Bitcoin price was $******* but it was not true it was only $73,000. So they didn't base it off of how much money I put in the based off how much Bitcoin I was buying with it being *******. So it was you know ******** Bitcoin or something well when it's ******* that'll be $40 but we went $73,000 it's $30 and this kept the $10 extra and I told him that and they showed me their fine print policy that says basically they can keep anything from 13 to 50% of the amount of deposit for any reason completely shady underhanded business practices I wonder how many people they get by line about the cost of Bitcoin

  Business Response

  Date: 04/17/2025

  Please see our response attached. 

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  Bitcoin Depot doesnt post its fee schedules, thus the fees were unknown until after the transaction had been completed.

  Business Response

  Date: 02/04/2025

  Please see our response attached. 

• Initial Complaint

  Date:01/22/2025

  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.

  My father recently fell victim to a scammer who successfully convinced him to transfer $****** to their account. As I hear this is a common occurrence, and I am concerned about the measures you are implementing to prevent similar incidents from happening in the future. When an individual transfers a significant amount of money into an account, you would like it would be prudent to implement additional security measures. This could include flagging the account for a period of ***** hours and requiring verification of the users identity and intentions. During my conversation with the individual on the phone, they mentioned that certain security measures are in place when creating an account. However, I was unable to identify any specific safeguards that would prevent someone from attempting such a scam. When I created an account myself, I was not required to provide my drivers license, social security number, or other sensitive information. I only needed to provide an email address, phone number, and date of birth. This lack of verification makes it easy for criminals to exploit vulnerabilities in your system. I understand this is an unfortunate situation, but I am deeply disappointed that they allow criminals to continue their fraudulent activities. They need to take immediate action to enhance their security measures and protect customers from such exploitation so this can stop happening. I have attempted to contact them for an explanation, but they keep telling me there is nothing they can do, and it happens all the time. BITCOIN TRANSACTION RECEIPT 01/15/25, 5:06 PM CST Order #Q6FK02FL Mobile ******9204 Type: buy Status: Pending coins send Sales Price: 142K USD Cash: ****** USD Service Fee: 3 USD BTC Sent: ********** BTC BTC Address: bc1qn5v96za9dh4sqmqckp7u8jxuzpffshhep4ghv4 Thank you from Bitcoin Depot!Text ************ for support!Mailing Address: Bitcoin Depot *********************************** *************************

  Business Response

  Date: 01/28/2025

  Please see our response attached. 

• Initial Complaint

  Date:01/04/2025

  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.

  This transaction happened January the 2nd. I paid 125 dollars to Bitcoin ATM and I was told on the confirmation screen that there was a 3 dollar service fee. I only got 85 dollars. When I called, the operators knew full well that they were in the wrong, as this blatantly violates the Junk fees rule which states all fees need to be stated clearly on both the receipt and the screen making sure the order is correct.

  Business Response

  Date: 01/10/2025

  Please see our response attached.

• Initial Complaint

  Date:12/12/2024

  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.

  Used this ATM yesterday. I put $2820 cash into the machine. I only received $1978 worth of Bitcoin. They charged me $842 in fees. I called they customer service and was told that they had a spreadsheet on what their fees were and that I accepted that fee schedule. I was sent a copy of the terms and conditions which after reading them, section 9.1's states that the machine would communicate with me on what the fees would be prior to me completing the transaction. And this never happened not once did a fee except for the $3 flat fee ever pop up on their screen. So then I emailed their support team to get a refund on that $842 only to be emailed back stating that before I even put the money in the machine I was informed on the screen the amount I would be charged."The service fee will be a flat fee of three dollars ($3.00) and Bitcoin Depot shall charge a spread between seventeen and three tenths percent (17.3%) and fifty percent (50%) of the total transaction amount calculated in USD depending upon location."But That's not true because they charge the flat fee plus a percentage of the total transaction amount and they would not have that total transaction amount until after you put your money in the machine. So it's all just a big lie to rip your money off. If you get ripped off go to the better Business bureau and file complaint with them like I'm doing. The Bitcoin Depot took 1/3 of the money I put in the machine for fees. I don't know if that's legal cuz it seems like it's stealing everybody's money. I was never told the fee amount, they just took it out. Had I been told that the fee was going to be $842 I would never have completed the transaction.

  Business Response

  Date: 12/17/2024

  Please see our response attached. 

• Initial Complaint

  Date:12/10/2024

  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.

  Name: ******** ******** Name of Company: Bitcoin Depot Date of transaction: 12/07/2024 Location: Circle K at the address: ****************************** I put $300 cash into the Bitcoin atm and only received $209 in bitcoin. No where on the machine did it say they charge a 50% fee on top of their $3 service fee. I was fine with the $3 service fee which is 10% but reasonable. All that was advertised on the machine was bitcoin at 99k which is what it cost at the time everywhere and also a $3 service fee. They are obviously scamming people. I only used the bitcoin ATM because I needed to deposit cash into my cash app wallet which accepts bitcoin. No one in their right mind would purchase something at a 50% markup. I contacted their support after looking at my receipt showing It was purchased at 142k thinking it must have been a mistake. I got an email back showing me they charge between 17% and 50% markup on top of the $3 service fee. I guess its hidden in the fine print. I thank god I did not put anymore money into that machine. They are taking advantage of people and they need to be stopped. Receipt # Q35AQ5B2

  Business Response

  Date: 12/12/2024

  Please see our response attached. 

• Initial Complaint

  Date:11/07/2024

  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.

  They are refusing to refund me my money or deposit the bitcoins I purchased to my wallet I have called over ten times

  Business Response

  Date: 11/13/2024

  Please see our response attached.