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Business Profile

Virtual Currency

DBA Bitbuy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 6 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:26/06/2025

    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've repeatedly tried to work this out with Bitbuy support staff but to no avail.

    Here is the short version:

    1) I consolidated my crypto accounts to BitBuy last year.

    2) I am testing local wallets and to test I transfer a small amount (around $1000) to my local wallet and then back to BitBuy when the testing is complete.

    3) After doing this for a year the Bitbuy staff reduced my account to a "Trade Only" status where I can not transfer crypto. I am NOT a crypto trader. I evaluate wallets and ecosystems in the blockchain space.

    4) Your staff were asking a bunch of questions and I asked why they were wanting the information? They admitted the questions were NOT for legal compliance reasons but refuse to tell me what the data is for. Some questions I asked were: "Will the data be mined or sold?"

    5) I am doing nothing even remotely illegal. I have provided answers to ALL their questions and their support staff have refused to answer mine. I have contacted Revenue Canada to make sure I'm tracking ALL the data required for legal compliance.

    ******** ** *** ******* ***** *******  
    Bitbuy needs to either let me resume transfers and testing or allow me to transfer my crypto holdings to another exchange. The "Trade Only" status doesn't work for me as I am not a crypto trader.

  • 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:08/10/2024

    Type:Product 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 August 28, 2024 I set up an account through the Bitbuy App and deposited $1500 and purchased *******. On September 4th I tried to withdraw my money and was told that there was a two week waiting period for withdrawals on new deposits. On September 12 I notified Bitbuy support that I had been directed by someone to set up this account and make the deposit and that I thought it was part of a **** and that I would like to withdraw my money. Their reply was that the funds I reported as a **** must now be returned to my bank for their investigation and the bank must now return the money to me, and that they were closing my account. They advised me to reach out to my bank for assistance with the return of funds.
    I talked to my bank (Fraud Dept.) and they said there was no provision for them to receive the money and they had no communication with Bitbuy and the only provision is for Bitbuy to transfer the money directly to me. I had sent them the funds through an e-transfer. All I want is the return of my money but it appears that Bitbuy is not dealing in good faith and are not willing to refund my money.

  • 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:04/07/2024

    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 the 20 of June I opened a crypto account ,on the 22 of June I got my first deposit from my boyfriend,when I trued to withdraw it ,screen said 72 hour hold but after 72 hours it said my account has been disabled,to contact support.when I send a message ,there response was to follow a link to book a phone call appointment w there security team before I can process any withdrawals,so I did the next appointment date isn't till 16 July. I've sent several emails tried 3 different phone numbers at which u can't speak to a real person and no more responses to my emails. It is now 29 of June and I still have no resolution.plz help

  • 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:14/03/2024

    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.
    Login on won’t work for no apparent reason, trying to use password reset option and no email is recieved. Then contacting customer support and they do not reply. Reading reviews this is a common issue.

  • Initial Complaint

    Date:01/03/2024

    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.
    Dear Better Business Bureau,

    I am writing to express my dissatisfaction with Bitbuy’s customer service. On February 27, 2024, I initiated a cash withdrawal of CA$266.54 to my ** ****** ***** account. The transaction, which included a fee of CA$3.94, was marked as ‘COMPLETED’ by Bitbuy. However, the funds have not been credited to my bank account. Despite numerous attempts to contact Bitbuy through emails and support threads, I have received no response or support. Their lack of communication and assistance in resolving this issue is unacceptable and has caused me significant inconvenience. I seek your help in addressing this matter and ensuring that Bitbuy upholds its responsibility to provide efficient and responsive customer service.

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

  • Initial Complaint

    Date:15/01/2024

    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 Bitbuy's coatumer for a few years now as they have advertised themselves as the best and most reliale crypto market in Canada after the incident with ********. I have bought some bitcoin and saved them all there in my account with them understanding my money is safe there. A few montha ago, I had to send some money to a friend in need and decided to send it through Bitbuy knowing that sending crypto is completely legal in Canada. After I sent the money which was only equivalent of ~$200, they contacted me ansked me for all the information of the reciever. I sharwd with them the reciever details such as their name but then they asked for address and other personal info. This request is in violation of the other person's privacy as with crytpo, the wallet address hides all the information. I did not have the information and the revciever also didn't provide them. Then Bitbuy, unlawfully, closed my account and prohibited me to trade just because I sent $200 of crytpo to someone! I underatand that even with banks we can do $3000 of etransfer wihtout the need to provide the information. I objected them but they said this is what it and since there are no régulations I gave up and deiced to keep my money there and not do any trading. But a few days ago they sent me an email and said they will liqudate my assests! Is it not illegal for a market to sell someone's assesst just because they want to? The bitcoin price is low and I have to sell at a loss. Who is going to be responsible for my loss?
    Bitbuy is running a monopoly and **** people. They keep my money just becaise they want, then they force me to sell my assests just when they see the bitcoin price may go up and they can profit from buying my assests at a low peice. I am not a a rich person and that was part of my savings. ** * ******** *** * ****** ** ****** I need your help. I also advice everyone else to avoid Bitbuy, they are not regulated and you can loose all your money anytime.

  • 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.

DBA Bitbuy is NOT a BBB Accredited Business.

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