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.

close

Find a Location

Bitcoin Depot Operating, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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: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. 

• Initial Complaint

  Date:10/10/2024

  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.

  Today, 10/10/24 as well as the last 6 months, BitCoin Depot has harassed our store with relentless calls. I have requested multiple times for us to be put on a no-call list, but they continue to harass our store with constant calls.

  Business Response

  Date: 10/15/2024

  Please see our response attached. 

• Initial Complaint

  Date:10/03/2024

  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 ordered $650 worth of bitcoin it was transferred to a minor but was never delivered to wallet now it cannot be found nowhere

  Business Response

  Date: 10/08/2024

  Please see our response attached. 

• Initial Complaint

  Date:10/01/2024

  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.

  10/01/2024 The bitcoin ATMs are a scam they show you a 3 dollar service fee. Then they tell you the current market price of the bitcoin you are purchasing. Only you are not purchasing at the market place price you are buying at an inflated price that is no where near market price. Example from my transaction current bitcoin market price was $61,925.00 there inflated price was $87,933.50 the difference was *****% which I figured out from the details sent to me after the transaction occurred. My transaction of $5100 cost me $1508.45 dollars for utilizing there ATM. If I was aware that this was the cost I would have never made the transaction.

  Business Response

  Date: 10/04/2024

  Please see our response attached. 

• Initial Complaint

  Date:09/25/2024

  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 shows misleading images, marketing of $3 exchange fees. The system prompts you to create an account, create a pin, shuffles you to check yes or no to proceed, and insert cash. The Bitcoin market price was $63,411. There was no explanation or detail on their website or video, or the machine, about Bitcoin Depot's "Sale Price". I had already inserted funds into the machine, and was only able to see the amount of Bitcoin I will receive before I click "Proceed" one final time. At this point i intended to cancel my transaction, when I realized they were selling ****** for $95,116.50, a price $30,000 above market. You cannot see the full exchange estimate before you insert funds to exchange. Clearly the only way to do due diligence and understand how these machines and their software actually work, is to go to one and see for yourself by attempting to complete a transaction. There is no spread detail on their home page or clearly on ATM, only a $3 fee. Their service fee is actually $370 and not outlined in the transaction detail or receipt, only "Sales Price". Here is the video on their website explaining the process, and it does not give you an exchange or spread fee detail before inserting your cash. ************************************************ This is how they unsuspectingly lock you into paying unreasonable high and fraudulent fees, with no option in the software or on screen to cancel your exchange once you put your money in. Once they have your money, there is no way to cancel, when you realize the fees are 36% or as much as half of the cash you insert. You must click proceed and accept this consumer trickery. I am seeking a refund less their $3 transaction fee. I was not afforded an opportunity to cancel my transaction. The Consumer Protection Act provides the right to cancel until the midnight of the third business day after the sale. I contacted support immediately, have the emails. I intend to file a lawsuit if I do not receive a refund.

  Business Response

  Date: 10/01/2024

  Please see our response attached. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22341386
  
  
  
  I am rejecting this response because:

  The letter states they did not see security footage indicating I was in distress. That is not true. You can see me clearly not proceed with the transaction at first, searching for an option to cancel the transaction before pressing PROCEED and I clearly spoke to an employee at the store and was told there was nothing that could be done. There is no such option to cancel or NOT PROCEED.  A customer should have the option to cancel the transaction before touching the PROCEED button, when realizing the fees will be outrageously high because of the sneaky bait and switch tactics of Bitcoin Depot's ATMs. There is no such option.  It's very clear that the format of these kiosks is to bait you in with low fees and once you insert your funds and realize you will receive 2/3rds of your money in Bitcoin, it's too late. There is no indication of the calculation in US dollars, as to what that fee will be. You only see a Bitcoin amount. I didn't have a calculator on me so I could not calculate that amount quickly, I had to think about it, and there are no instructions on the machine to explain the "Sale Price".  I did not assume that over $365 of the $1000 I intended to exchange would be take as a fee. There is no exchange detail with regard to fees on the screen. it's clear this is intentional. I did clearly show distress, by not proceeding for several minutes after I saw the exchange rate. After I spoke with the employee, I had no choice but to proceed because there is no option to do anything else. I had to go pick up my mother. I was clearly agitated and distressed. This company again uses its $3 fee to bait people into putting funds into the machine before they actually see the exchange rate and once you have inserted funds to the machine, you get an amount of Bitcoin shown to you on the screen.  You should be able to cancel if you determine the exchange fee is too high. Again, no option whatsoever. Regardless of whether the transaction is reversible or not, refunding the FEE would be the least they could do before I file a suit in Atlanta and coordinate with the Federal Trade Commission and the Georgia Attorney General's office.  I also have a report being drawn up to submit to the FBI.  I already have a flight booked for November 6th for this very meeting with the Georgia AG. I have the time and the means, and will be drawing in other plaintiffs for a class action suit seeking remedy for these deceptive business practices focusing on RIGHT TO CANCEL A TRANSACTION.
  
  
  
  Sincerely,
  
  
  
  Michael Doucette

  Business Response

  Date: 10/15/2024

  Please see our response attached. 

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22341386
  
  
  
  I am rejecting this response because:
  

  The business responded with a statement that they stand by their position and consider the matter closed.  They stated I could contact their customer service, but you can't talk to anyone at their customer service department, it's text only or email. They never respond with anything but the same guidelines and terms of use. I stand by my statement that I was unable to cancel my transaction because their ATM software afforded no such option other than to PROCEED. I tried everything to cancel, and as I stated there was no option. Once you put your money in, you cannot back out, you can only click the button to proceed, once you see that you are basically being overcharged for exchange fees. 

  So since they have admitted they have reviewed the security footage, that means they have it on file for this dispute. I intend to file suit and subpoena that evidence. When they refuse to show up to court or show that video evidence showing my clear delay in proceeding with the transaction and my frustration and distress, they will lose by default. I am looking forward to pursuing this with the Federal Trade Commission and Georgia State Attorney General. There are enough people taken advantage of by this company and its shady practices that justify a class action lawsuit.  I intend to work diligently against this company in an effort to make sure they are held accountable for their fraudulent and misleading business practices. This is now how we treat the citizens of America.

  
  
  Sincerely,
  
  
  
  Michael Doucette

• Initial Complaint

  Date:09/11/2024

  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.

  See the attached letter.

  Business Response

  Date: 09/18/2024

  Please see our response attached. 

• Initial Complaint

  Date:09/05/2024

  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.

  On Aug 27/24, I received a phone call from ******* Wireless stating that i was going to get a call from gentleman in regards to some fraud with my SSN . He asked for and was granted remote access to my computer under the guise of having issues with SS department and that we needed to close out our account. He said that they were going to open all new accuonts with my money and i would have access to it in a new account - support would secure my account so that future transactions could be done only from my computer. , he told me to make withdrawals from my checking account and deposit cash at Bitcoin kiosks. We deposited $32000 in 4 transactions. I deposited $12,900 at a Bitcoin kiosk. . I checked my bank account and found money had been transferred from my money market account to the checking account which then they transferred out of and my account was left with negatvie $14,000. I called ********************** and was told to file Fraud and **** claims. which i have called and i have been told that they will not give me info but i could get it if we had a detective call- i have a police report and all the receipts, even the fake one from SS that they sent us. i am looking for your process to file fraud claims and a review of the buisness fraud protection and what your program is for the resolution of fraud on the machines?

  Business Response

  Date: 09/10/2024

  Please see our response attached.