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:04/02/2024

  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.

  On 3/21/24, I received an email from PayPal for a money request of $500. I was instructed to call PayPal at *************** and spoke with someone who identified himself as "****************". He said that the amount was preauthorized and would be withdrawn from my checking account in several days. He asked for and was granted remote access to my computer under the guise of owing me a refund from PayPal. Once he had access to my computer, a screen appeared in which I was asked to enter the number 500. After I entered 500, it automatically changed to ***** He stated that this was a huge mistake that he could not correct and I needed to pay PayPal back. He said that PayPal support would secure my account so that future transactions could be done only from my computer. He told me not to access my PayPal or bank accounts until he notified me.Over several days (03/22/24,03/23/24, 03/25/24), he told me to make withdrawals from my checking account and deposit cash at Bitcoin kiosks. When I had problems with my Bitcoin profile, he said that my sister should setup an account. We deposited $48,900 in 4 transactions. He said the transfer was declined since they were from 2 different individuals, even though related and the money would be returned to my checking account. He said I should go to my bank and ask for a wire transfer. to a Coinbase account setup under my name. He said to tell the bank that I wanted to purchase crypto as an investment. The bank manager refused to approve the transfer without a phone number. He then instructed me to start again depositing cash at Bitcoin kiosks. On 3/26/24, I deposited $12,900 at a Bitcoin kiosk. On 3/2724 I found emails from Bitcoin in my Spam folder requesting authentication of the source of my funds. I checked my bank account and found money had been transferred from my money market account and my brother's money market account to the checking account. I called ********************** and was told to file Fraud and **** claims.

  Business Response

  Date: 04/09/2024

  Please find our response attached. 

• Initial Complaint

  Date:03/12/2024

  Type:Billing 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 15k into a Bitcoin account that I was told was created for me. My money was then accessed by another, and all the funds were withdrawn without my knowledge or permission.ORDER: Q4WECGPK ORDER: Q6ZOOVS7

  Business Response

  Date: 03/19/2024

  Please see our response attached. 

  Customer Answer

  Date: 03/19/2024

  The number provided is the police number as they called BitCoin.  I am currently working with ****** and have provided the affidavit of fraud along with the police report.  At the time of the transaction, I believed that I was on the phone with an agent from ***** Fargo so there was no need for me to be in distress.  I will respond back once I receive an update from BitCoin.

  Business Response

  Date: 03/21/2024

  We have reviewed the information contained in the ******************** updated complaint. We have not changed our position from our original response, and therefore, we consider this matter closed.

• Initial Complaint

  Date:01/31/2024

  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.

  On 1.29.2024, I was robbed of $9296.00. I have attached documented details of Cyber fraud experience and corresponding receipts and police file report. A fraudster was able to generate a fake text and QR code impersonating Bitcoin correspondence. When prompted by who I thought was Bitcoin, I deposited $9296.00 into a Bitcoin machine. After realizing that I was being scammed, I attempted to call Bitcoin to retrieve the funds but have been told that all transactions are final. I am formally entering a complaint about how negligent Bitcoin is in allowing fraudsters to pose as them. I am unsatisfied with the policy enforced with all transactions being final and unreturnable. I have been scammed out of my life savings. I expect Bitcoin to have a team of experts that can detect fraudulent numbers, accounts, and personnel to keep consumers monies safe and free of harm. I am entirely disappointed in its lack of attention to fraud and scams occurring through Crypto currency. I expect that an organization be able to trace and identify where all monies are moving when circulating through their business. Please read the attached.

  Business Response

  Date: 02/06/2024

  Please find our response attached. 

• Initial Complaint

  Date:01/22/2024

  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.

  When it comes to cryptocurrency services, particularly unblocking or restricting accounts and retrieving lost bitcoin or other digital currency, Space Spy Recovery is the greatest. I mention this because, despite the fact that I didn't approach them first regarding the $224,000 I had lost through Bitcoin, they were the ones who were able to assist in getting the money back, and their assistance was quick and easy in contrast to businesses that weren't even able to assist. For such services, give it a try, and I'm sure you'll return feeling grateful. You can reach them directly at ************************

  Business Response

  Date: 01/25/2024

  We have reviewed our records and cannot locate any customer based on the name and email address provided.   Additionally, the details of this complaint suggests that this is an advertisement for Space Spy Recovery and should be removed as a complaint. 

• 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.