Business Profile

Virtual Currency

Bitcoin Depot Operating, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

51 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:12/16/2023
Type:Product Issues
Status:
ResolvedMore 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 12/08/23 I was scammed into depositing money into bitcoin Depot in *********, ********** I put cash into the machine that I thought I was setting up an account in my own name, but I was fooled into scanning a barcode, and the money went to the scammers Bitcoin depot told me I could recover my fees.I did everything I was supposed to do I had police report reports notarized *** reports FTC reports and I notified them of the scam within one hour of depositing the money When I sent them all the information on 12/13/23 They responded and told me I forgot to provide a copy of my drivers license and I needed to do it within the same day not within 24 hours. I got that at 2 PM on the West Coast. However, that was not a problem. I immediately responded and I provided a copy of my ID.On 12/15/************************* denied my request saying they did not receive my drivers license and that their decision was final. I have proof I have a copy of the email with the timestamp of the date and the time I replied to the email with a copy of my drivers license.I understand I was scammed out of the money but getting my 10% back would be incredibly helpful to me at this point it seems like bitcoin depot is OK with people scamming other people and they are OK with making money and taking 10% of stolen money.I replied, I supplied all the proof I took a day off work to get all the documents they requested, and on top of that, I returned everything by 12/13/23 They are refusing my refund saying I didnt give them the drivers license, which is just a flat out lie.I have the proof
Business Response
Date: 12/21/2023
Please find our response attached.
Customer Answer
Date: 12/21/2023
They conformed I sent the documents in the time frame they mandated.
however, they are only telling me its currently under review, no action or fees refunded yet.
just email saying they now need time to process.
once they respond and actually take action I will notify you.
they only agreed it was submitted as they requested because you contacted them.
they would not reply to me prior.
thanks for assisting me in this
bernadette
Business Response
Date: 08/20/2024
I hope all is well. This message is regarding *****************************************, case #********, which was closed as unanswered. Please see the attached response letter that was previously sent, along with a copy of the cashed refund check that was issued to this customer. Our goal is to have this case reopened and closed as resolved in an effort to increase our current rating with your agency. Please let us know the next steps towards fully resolving this matter.

Customer Answer
Date: 08/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************************
Initial Complaint
Date:12/13/2023
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.
12/7/2023 Sent ******* Called several times saying its still being processed and not being able to talk to anybody at higher up position. I have spoken to rude people. That keep telling me that it is still being processed that I should be able to see it in the Mine pool. At this point I would like to have the transaction completed a reimburse the funds to me today. This is a company I will never lose again happy with everybody.
Business Response
Date: 12/21/2023
Please find our response attached.
Initial Complaint
Date:12/13/2023
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.
Good Day,On The 8th Of December I Used A Bitcoin Depot *** To Purchase Bitcoin For $1800. I Put In The Cash In The *** And I Got A Receipt Saying I'll Receive My Bitcoin Soon... But Today Is The 5th Day, And I Haven't Received My Bitcoin.. I Also Have Tried Reaching Out To Bitcoin Depot, But They Only Offer Support Via Text Messaging... I Have Since Not Received Any Tangible Response Or Resolution. And I Haven't Got My Bitcoin Too. My Order Number Is Q3OWEOMT... I Need My Bitcoin Or I'll Resort To Litigation. Thank You.
Business Response
Date: 12/21/2023
Please find our response attached.
Initial Complaint
Date:11/29/2023
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.
Im wanting to resolve an issue where I send money to a particular address online involving numbers and letters and due to The fact I couldnt be identified Ive lost my money! I sent Through a valid drivers licence and yet nothing! I need either a refund or the money to please be transferred to the address I sent it to thanks
Business Response
Date: 12/05/2023
Please find our response attached.
Initial Complaint
Date:11/08/2023
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 put $101.00 into a Bitcoin Depot ATM at a *********** station at 2:18pm. My money never showed up. Ive called customer service multiple times and was given the same answer that there is a high volume and things are delayed. Which was not true. Every representative said something different. No one gave a resolution or light at the end of the tunnel. Outside of a text and a printed receipt, no other proof or communication was provided. I had one representative tell me to "go f*** yourself, we already have your money. " Which was told to Bitcoin Depots customer service team where no apology was given and still no resolution. Looking back at all the reviews I am not the only person that this has happened to over the last 3 years. In fact I am just 1 of hundreds of others. How these atms are even allowed in any store is crazy to me. Or how this company is able to stay in business and a lawsuit has not already taken place. This needs to stop and people need to be refunded their hard earned money ASAP. I was absolutely robbed, lied to and refused a refund.
Business Response
Date: 11/20/2023
Please find our response attached.
Initial Complaint
Date:10/28/2023
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.
My boyfriends set up my bitcoin wallet and when I inserted $2900 into their ATM machine on 9/18/23 they said the wallet belonged to someone else and asked me all kinds of. questions like I was to blame. They finally said I would be issued a refund within 7 days to 4 weeks. It is now 10/28/23 and I still have not seen my refund. I call every week and am told the same thing, it's in process. They keep saying they need to confirm my address or my phone # or my name!!
Business Response
Date: 11/30/2023
Please see attached.
Customer Answer
Date: 11/30/2023

Complaint: 20794520

I am rejecting this response because: Bitcoin Depot said they mailed a check yesterday for the amount of $2755, not the whole transaction of $2900 that I deposited. I found this out by a phone call to them. I am very upset that they did not issue my full refund and that it took well over 2 months and I still have not received it. They also had the wrong information , ie: "Our records reflect that ************** initiated two transactions on her own account on September 14, 2023, for a total of $5,800.00 USD." I know that I would not have gotten any action without this complaint being made to the BBB. My transaction was on September 18, 2023 for the one transaction of $2900 to a wallet my boyfriend set up for me.

Sincerely,

***********************
Business Response
Date: 08/20/2024
I hope all is well. This message is regarding ***********************, case #20794520, which was closed as unanswered. Please see the attached response letter that was previously sent, along with a copy of the cashed refund check that was issued to this customer. Our goal is to have this case reopened and closed as resolved in an effort to increase our current rating with your agency. Please let us know the next steps towards fully resolving this matter.
Customer Answer
Date: 08/20/2024
I had to sign to get the money for the scammer I was dealing with. I never should have had to pay a fee as no bitcoins were ever purchased! This is a horrible company and I want my complaint known!
I thank you for your assistance in this matter. The scammer got me for a lot of money, this was just one avenue of pitfalls.
Sincerely,
***********************
Business Response
Date: 08/26/2024
Please see the attached response.
Initial Complaint
Date:10/05/2023
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 9/11 and 9/12 I was instructed to put cash into the BIT Coin ATM at *************************** ************************************************* I was told after depositing the money it was going to be returned to me this was false, I was scammed. After notifying Bitcoin Depot I was told that the money was removed and was unable to get back the amount put in. *** informed me that, however;that Bit coin made 23% as well as 3% on the transaction , I may be *********** that much of the $14000. I placed a complaint as instructed and have not heard back as of 9/18/23.
Business Response
Date: 10/10/2023
Please find our response attached.
Initial Complaint
Date:09/17/2023
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 went to use one of these atm about 12 hours ago They only ever said their was a $3 fee which seemed strange because most bitcoin atms charce a % fee on top and it had no mention of how the fee was charged it just said it was flat $3 simple. It ended up charged me $45 on the receipt a 45% fee, The number 45 or anything about it was never mentioned and I was extremely upset The store owner was not their and I could not recieve help. I included a picture of my reciept,
Business Response
Date: 09/27/2023
Please find our response attached.
Customer Answer
Date: 09/27/2023

Complaint: 20617691

I am rejecting this response because:

Sincerely,

*************************
The Fee on the screen said $3 yet you take half my money, Whats the deal. obviously I would not of purchased s*** if you where going to charge %50
Initial Complaint
Date:07/25/2023
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.
28% fee plus 3 dollars? Deposited $780 and got $596, insane and should be illegal even if it probably never will be.
Business Response
Date: 08/01/2023
Please see our response attached.
Customer Answer
Date: 08/01/2023

Complaint: 20376547

I am rejecting this response because:
The exorbitant 28% surcharge is not obvious at all. The $3 fee is the only prominent one. This is a non-response.

Sincerely,

***************************
Initial Complaint
Date:07/25/2023
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.
Yesterday I called my Mom on the way home from work and she was telling how tired she was, I asked her why and she said she had to go to the bank, surprised me and she said she received an Apple alert stating her computer was compromised and they got her to go to the bank, withdraw ***** dollars and go to a bitcoin shop where she deposited it. She was told that they would wire her money back to her and it would then be safe. While on the phone they said they transferred her to a secure line with **** of America = the two names she gave me are ************************* and **************** tried calling the same people yesterday - *************** and they said it was a medical company who help people who fall (it was clearly a call center)I used an app today that hid my phone number and gave my name as ******************* and said I was writing a paper when I got a security message from Apple The first person I talked to handed me off to someone and did not give his name, the person he passed me to called himself ****, he started asking me what games I played and what I did on the computer, when I asked him how does this pertain to me working on my paper he hung up.The time I called it was the phone number from the apple support pop up ************** - I told him the same story and he started asking me about my network and other odd questions, so I asked him what address he was calling from and he tried to tell me he was in **********, and I said it does not sound like it and he hung up.I have the bitcoin recipiet and other information as well.The error message had Threat Detected -Stuxnet.Trojan-Spyware App: ads.fiance-track(2).**** Bitcoin knowingly took money from a 75 year old woman, and helped her, and continued a scam that was already in progress, and will not help
Business Response
Date: 08/01/2023
Please find our response attached.
Customer Answer
Date: 08/01/2023

Complaint: 20374192

I am rejecting this response because your company takes no responsibility to ensure the elderly are not scammed. If you saw the video footage you know she was on the phone the whole time and one of the workers there was concerned about her, but did nothing. You dont think it is odd a seventy five year old woman would be buying so much cryptocurrency? Not including my Mom there has been a woman in *****, a woman in ************, ***********, ******** and ****. You say that there are warnings but I have seen pictures on the kiosk and they do not help the elderly. You company possibly made up to ***** dollars off my Mothers transaction and per one report your owner ******* is worth millions, yet your company continues to enable scammers to take advantage of people
Sincerely,

*******************************
daughter-*******************
Business Response
Date: 08/08/2023
Please see our response attached.
Customer Answer
Date: 08/11/2023

Complaint: 20374192

I am rejecting this response because:
I understand that you are a business, and as such you want to make business. But considering the number of scammers there and people losing millions of dollars because your industry is not regulated there is no help for people like my mother. I am glad that you have some type of signage on your ATMs. But tell me how a population who is unfamiliar (the elderly) with computers and who are already being pressured into something would take not of that.
There is a rise of scams targeting the elderly and your industry is not stepping up. Obviously, there are some good people out there like the sheriff in ***** who seized your machine and gave the poor woman her money back.
As for the phone call you are referring to on July 24, that was me and not my mother, and I identified myself as such. Your customer service agent gave no advice and said there was nothing they could do because the money had been transferred. No mention of a fraud department at your company or anything else that could be of service.
In 2022 your company made over six hundred million dollars and yet you do nothing more than put a few signs on your kiosks.
Central District of California | ************* Seizes Over $112M in Funds Linked to ************************* Schemes, With Over Half Seized in *********** Case | ************* ********** of ******************* scammed into converting $15K into Bitcoin sparks legal battle between crypto kiosk manager, McLennan ********************** (kwtx.com)
CT man duped into putting life savings into Bitcoin ATM (ctinsider.com)
Cryptocurrency scams targeting elderly in ****: What to know (fox8.com)
Mental anguish: how a crypto scam advertised on ******** cost victim her life savings | ******** | The Guardian
You continue to reiterate the same information in your responses, for example what kiosk my mother used, and I am not sure why. I am well aware of the information, and your responses continue to lay blame on a seventy-five-year-old woman, and it is disappointing. What is your company doing besides putting a few messages on ATMs to prevent this, and providing no assistance to victims other than blaming them and not putting measures in place to prevent things like this.
I have submitted all required documents that your company required, and I am awaiting the case number from the police department. Yet your company continues to give my mother and I the run around over three thousand dollars. How would you feel if this happened to your mother of father?
As I mentioned before your customer service is useless and of no help, the only bright point in your whole company was a woman I talked to named ***, and I told her so, and also told her that she should receive a lot more support from her employer.

Sincerely,

*******************************
daughter - ***************************

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Bitcoin Depot Operating, LLC is NOT a BBB Accredited Business.