ComplaintsforBitcoin Depot

Name: Bitcoin Depot
Address: 2870 Peachtree Rd NW # 327, Atlanta, GA, 30305-2918, USA
Telephone: (678) 435-9604

Virtual Currency

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Current Alerts For This Business

Pattern of Complaint:

According to information in BBB files, Bitcoin Depot has a pattern of complaint alleging billing and collection issues.

Specifically, consumers allege they are charged a 20% transaction fee when the atm states a $3 flat rate transaction fee. Consumers claim they place money in the atm to be surprised when the final amount deposited into their bitcoin wallet is 20% less than the original amount deposited.

On May 15, 2023, BBB sent correspondence to Bitcoin Depot to request their voluntary cooperation in eliminating the pattern of complaint; however, Bitcoin Depot failed to respond.

On September 10, 2024, Bitcoin Depot responded with the following information as a means to eliminate the pattern of complaint:

Thank you for bringing these concerns to our attention. We are apologetic to learn that consumers have been dissatisfied with their overall Bitcoin Depot experience. When a transaction is initiated at one of our kiosks, the amount of cryptocurrency that will be received in exchange for the amount of cash inserted is clearly displayed on the screen. This amount includes all applicable fees, and prior to processing, the customer is required to agree to our terms and conditions and confirm the transaction. Our kiosks are designed to be user-friendly, with a stated flat fee of $3 per transaction. However, it is important to note that the effective fee experienced by the user might differ due to various factors such as network fees or market fluctuations. The final amount deposited into the Bitcoin wallet may reflect these additional costs.

Please see the explanation of our Exchange Service Fee outlined within our Terms and Conditions, specifically Section 9.1. This information is clearly illustrated on our website and displayed at our Kiosks so that consumers are properly informed before any transactions take place.

9.1. Exchange Service Fee. A service fee shall be applied to all exchange transactions and such fee will be communicated to the Customer prior to confirmation of the transaction. The transaction value and service fees are calculated/quoted in “USD” for U.S. Dollar transactions and may be calculated/quoted in USD equivalents for transactions in all other currencies, or in the currency of the transaction. 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. The spread refers to the difference between the cash inserted into the kiosk and the current market value of Bitcoin received, excluding the $3.00 flat fee, which may be significantly greater than other available options for converting fiat currency to Digital Currency.

As we advance, we will continue actively reviewing our fee disclosure process to effectively communicate these additional factors to our users.

BBB will monitor Bitcoin Depot's effort's to eliminate the pattern of complaint. This aspect of the Business Profile will be updated once additional information becomes available.

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Initial Complaint
09/02/2024
Complaint Type:
Product Issues
Status:
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.
I thought I should share my experience. Following some brokers on Instagram, I end up losing my saving money and profits. With the help of ' wikihelpdesks on G-mail address ' I was able to retrieve my losses.
Business response
09/04/2024
Please see our response attached.
Initial Complaint
08/26/2024
Complaint Type:
Product Issues
Status:
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.
Crime Location of the Bitcoindepot ATM:======================================*************************************** This where Bitcoindepot fraud occurred =======================================The daily ATM limit is $15K so I withdrew $15000 in cash.I went to the Bitcoindepot machine, established an "account" and inserted $14950 in the machine.So the $14950 was inserted under fraud, false, misrepresentation of ******, ******* and Bitcoindepot as the conduit of the fraud.A QR code was scanned into BitCoindepot system under the most egregious, fraudulent circumstances.Perpertrators(almost assuredly fradulent)==========================================*************************, RC47853, ******* ****** IT Ref ID ************* calling from ************ ******************************** representative, ********* calling from ************ A police report(ref D24-01469) has been filed and is in investigation with Deputy *************************, ************** *********************************************************** www.decaturcountysheriff.com ***************************** ************ ******* Black at the *******************, Versailles post ************) is also been informed.Representatives from ******, ******************** ****, and Fidelity have been informed.1) Add EXTREMELY strong warnings at every step of kiosk transaction that this and EVERY cypercurrency exchange is a fraud.2) Require a HUMAN being to personally warn the user of the fact that this and EVERY cypercurrency transaction is a fraud.3) Limit kiosk transactions to $1000 per day.4) perform a ******** search on my original transaction and locate my funds 5) A full refund of my original transaction.
Business response
08/30/2024
Please see our response attached.
Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
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.
****** Depot refused a full refund of a recent deposit made to an account through one of theirs Bitcoin Depot ATMs. This deposit was made under duress as a result of a sophisticated scam involving psychological manipulation and coercion.On 08/15/2024, the individual, who made the deposit, was subjected to an elaborate scheme by scammers who used psychological engineering techniques to compel them into transferring funds. The scammers strategically utilized your Bitcoin Depot ATM as a means to facilitate their fraudulent activities, thereby implicating your system in this criminal act.Given the severity of the situation, which has involved significant emotional distress and financial loss, I have reported the incident to the local authorities. The police are currently investigating the matter as a case of fraud. We have substantial evidence, including communication records and witness statements, to support our claim.In light of these circumstances, we requested an immediate refund of the full amount deposited. The funds were transferred under fraudulent pretenses, and as such, we believe we are entitled to a refund under the principles of equitable relief and restitution.
Business response
08/28/2024
Please see our response attached.
Customer response
08/31/2024

Complaint: 22183700

I am rejecting this response. Please find my response attached.

Sincerely,
*************************
Business response
09/04/2024
Please see our response attached.
Customer response
09/07/2024

Complaint: 22183700
Subject: Continued Request for Refund and Further Documentation of the Transaction
Dear Consumer Protection Manager,
Thank you for your most recent response dated September 4, 2024. I would like to again emphasize that I am seeking a full refund for the deposit made at a Bitcoin Depot ATM on August 15, 2024. While I understand your position, I must stress that this transaction was made under duress as a result of a highly sophisticated scam involving coercion and psychological manipulation, which directly utilized your ATM to facilitate the fraud. This issue is still under investigation by local law enforcement.
I respectfully disagree with your assertion that Bitcoin Depot has no record of this transaction. I have already provided documentation of my communication efforts and proof of the transaction, which I insist be reviewed in greater detail. The fact that I may not have a formal account within your internal system does not negate the occurrence of the deposit in question or the impact of the scam.
Given the circumstances, I once again request that Bitcoin Depot provide a full refund of the funds that were transferred under fraudulent conditions. It is imperative that Bitcoin Depot review its policies to ensure that vulnerable consumers are protected from such scams when using your services.
Should you require additional documentation or evidence, I would be more than happy to provide anything necessary to move this process forward. Furthermore, I expect Bitcoin Depot to collaborate fully with law enforcement in their investigation.
I insist that Bitcoin Depot reconsider its position and resolve this matter promptly by issuing a full refund for the deposit. Please confirm the next steps to ensure this issue is resolved.
Thank you for your continued attention to this matter.
Sincerely,
*************************
************
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On May 17, 2024 I deposited $20,000 at a local Bitcoin Depot.After going through their drilling of where I got this money, they rejected my deposit After a few phone calls, the agreed on a refund. I gave them my info, and they said my money would be on hold for 60 days with taking out 10% for their expenses. And I would receive a check within 7-10 business days after.I agreed because I need my money back. The 60 days have past and the check I was supposed to receive within the time limit has also past.I have been texting them for days, and the give me an excuse that they are back logged with refunds.Ever answer I get from them is all the same I really need some help.Thank you
Business response
08/01/2024
Please see the attached response.
Business response
08/01/2024
See attached
Initial Complaint
07/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
through. Commencing on or around 6th of September,2023, I fell victim to a multi-layered scam operation orchestrated by Tech Support Scam (the Fraudsters),with the design, development, manufacturing, promoting, marketing, distributing, labelling, and/or sale of illegal and outright fraudulent investment services, all of which aim at contributing to the goal of robbing and defrauding clients through a predetermined cycle of client losses to gains in the equivalent of ****** USD which was transferred from my wallet utilising your services. I do not have a proclivity to blame others for my downfalls, however, I cannot help but link this enormous loss with the trust I had instilled in your institution which is regulated.
Business response
07/24/2024
Please see our response attached.
Initial Complaint
07/11/2024
Complaint Type:
Product Issues
Status:
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.
I followed two individuals that helped me trade through *******. ******* then accused us of doing something wrong which as far as I know we did not do anything wrong. And said I had to pay them $10,000. Well, I paid the $10,000 to withdraw my money from their accountand then it was another $4000 then it was another $2700. Then they could not use my withdraw address because it was not binded. Then they sent me to a risk management who told me I had to pay $3500. Well, I sent Them $3510 which they kept and then told me I had to send another $3500. Now they say I need to send them another $6000 to get my money out.
Business response
07/18/2024
Please find our response attached.
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
March 4/2024 Scammer Fraud Scammed me for :*****.
Business response
07/18/2024
Please find our response attached.
Customer response
07/18/2024

Complaint: 21965764

I am rejecting this response because:
I never received the check in the mail because my apartment number #4 was not included in the mailing address. I made a search with the post office & check was never found. I NEVER receive ANT REFUND CHECK.
I panicked when I awoke with an email from PayPal & a threatening phone call scaring me that I had to pay ASAP to then get my refund of $567.00 that I owed. I never owed this amount & was scammed into paying the $3,400. **. They knew how much $$$ was in my bank account & emptied my checking account. I am 82 yrs old & got senior scammed. That was all my savings to spend my winter months in ********
i am now broke without any help. I need these funds to help me survive.
pls help me.
Sincerely,

****** ***********************
Business response
08/09/2024
See attached
Initial Complaint
07/09/2024
Complaint Type:
Product Issues
Status:
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.
Today on 7/9/2024 I used a bitcoin depot atm to purchase bitcoin and send it to my wallet on coinbase. I usually do this on the exchange but needed to use cash to make the purchase at this time. I went to the machine and followed the prompts to make an account. It walked me through everything and stated there was a $3.00 service fee. I put $2300 in the machine to purchase that amount of bitcoin. When I received a text that the transaction was completed, I checked my coinbase wallet and saw that only $1621 was deposited, I called the phone number and the person told me that their fees are in their terms or service.. No where on the machine, near the machine, or during the sign up for an account or during the transaction does it inform you that they will charge 17-50% of your transaction. I only was able to read this once the employee emailed it to me AFTER the transaction was completed and they stole $680 from me. This is FAR more than a simple network or service that is a normal charge by exchanges. This is unacceptable practice for any business to do. The consumer should be advised of this BEFORE using the machine and be able to make the decision after knowing it. Bitcoin Depot does not take responsibility for this. Consumers have the right to know what they are purchasing along with associated fees PRIOR to making the purchase. Waiting until someone complains and sending the policy after the fact is ridiculous.
Business response
07/18/2024
Please find our response attached.
Customer response
07/18/2024

Complaint: 21965957

I am rejecting this response because: I was at the kiosk and there most certainly was NOT a notice discussing fees associated with the purchase. I was in fact sending it to my own bitcoin wallet. There was NOT a page that displayed the fees and what the total amount of bitcoin I would receive vs the amount of cash entered. If I had seen the ridiculous fee, I would have cancelled the transaction. It ONLY said there was a $3.00 service fee and nothing more. The receipts also say only the amount of cash put into the kiosk, and the $3.00 service fee. Several other folks have made the same exact complaint as I have, as I researched it after speaking to the customer service person for **********************. No reasonable person would agree to deposit $2300 in cash knowing they will only receive $1680 worth of bitcoin to their wallet.

Sincerely,

*********************************
Business response
07/31/2024
Please see our response attached.
Customer response
08/02/2024

Complaint: 21965957

I am rejecting this response because: This "business" has an F rating on BBB, horrible trust pilot reviews, and pending lawsuits. As stated by BBB, the pattern of complaints are all the same: there is NO disclosure on the *** PRIOR to purchasing bitcoin regarding the massive 20-28% fee they charge. No reasonable person would ever accept a fee like that, especially for large transactions. All complaints report only finding out about it when the funds that reach their wallet are drastically reduced from the amount they purchased. This is fraud at best, theft at worst. Your company is despicable, and I'm willing to bet that this disgusting practice will catch up with you eventually and hopefully you'll be shut down for good along with paying restitution.

Sincerely,

*********************************
Initial Complaint
06/16/2024
Complaint Type:
Product Issues
Status:
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.
I made a deposit of a $110. And was supposed to receive bitcoin, never did
Business response
06/21/2024
Please find our response attached.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I used a bitcoin atm owned by bitcoin depot. After the first use I got an email that said if I sent $150 I get $15 in free bitcoin sent to my wallet within 48 hours of redeeming the promotion. I went back in I sent $210. There are excessive fees that are not listed on the receipt provided by the atm or on a notice anywhere. You find out how much they take when the bitcoin deposit gets to your wallet. They took $56 of the $210. The receipt says $3.00. I redeemed the promo and after 48 hours still hadnt seen the Bitcoin. I kinda spaced it out until the 7th day I reached out. Multiple reps said it takes 10 business days. That is not what the promotion says and if I would have known it took 10 days I most likely would have just used cash app. I brought to their attention what the email said snd sent it to them. They immediately said it was being escalated to a manager and they would resolve it. Its been 9 days now they ignore me and Ive seen nothing. This is a running promotion they are supposedly running so you would think they have a way to send $15 in bitcoin plus I provided the wallet address at redemption they needed it again. They clearly have no process to send bitcoin. It was false advertising in order to get people to use their atms, its the bait and switch. Also the fake promotions were sent via email which means they commited wire fraud. This has been reported to regulatory agencies and I want to post this anywhere I can to warn future victims
Business response
05/07/2024
Please see our response attached.

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Years in Business: 8

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Contact Information

2870 Peachtree Rd NW # 327

Atlanta, GA 30305-2918

Visit Website

(678) 435-9604

Business hours

6:00 AM - 2:00 AM

Customer Complaints Summary

44 total complaints in the last 3 years.

23 complaints closed in the last 12 months.

Monday	6:00 AM - 2:00 AM
Tuesday	6:00 AM - 2:00 AM
Wednesday	6:00 AM - 2:00 AM
Thursday	6:00 AM - 2:00 AM
Friday	6:00 AM - 2:00 AM
Saturday	8:00 AM - 10:00 PM
Sunday	8:00 AM - 10:00 PM

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