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: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 - ***************************

• Initial Complaint

  Date:06/13/2023

  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.

  On June 5, 2023 at 11:15 AM I was scammed and pressured to deposit $2,900 USD on Order: QSLE3721 and $11,800 USD on Order QFW4RMWX at 12:03 PM PDT into a Bit Coin machine located at *********************************************************************. My driver's license and a photo of my face was scanned and a barcode that the scammer texted to me. I reported the scam to Bit Coin's ****************************************** since the incident occurred and to this date they have not done anything to help me recover the stolen money. I've received emails from Jhon, *********************, ******, and ************************* each time requesting the same information which I have provided over and over again. The nature of the dispute is that I've been scammed via their Bit Coin machine. I explained to them how the scam occurred, sent them copies of the two receipts, gave them my name, phone number and email address, and explained how the scam happened. Bit Coin Depot is responsible for their machines and transactions that take place on them and I am hoping they would help me recover the money that was stolen from me.

  Business Response

  Date: 06/20/2023

  Please find our response attached. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20181507
  
  I am rejecting this response because:  In paragraph 3, *********************** states that Bit Coin Depot "only permit customers to use our service to send cryptocurrency to their own custodial (i.e. their Coinbase account) or non-custodial (i.e. their Bitcoin Depot wallet app) wallet."  However, Bit Coin did not verify whether the deposit was to an "own custodial" or "non-custodial" wallet, based on the fact that the machine scanned my personal ** (********** Driver's License) and my facial recognition by taking a picture of my face at the time.  I do not have a custodial or non-custodial account and the information on the scammer's barcode did not match the two forms of verification that I provided.  Since there was a discrepancy between the scammer's account, NOT matching the ** and facial recognition provided, Bit Coin should not have allowed this transaction to go through.  In paragraph 4 ****************** claims that I initiated two transactions on my own account, which is false because I do not have an account with Bit Coin.  

  Secondly, I was nervous and shaking with fear when I was depositing the 100 dollar bills in the machine.  I had never done this before and it was all foreign and unfamiliar to me; the scammer was giving me directions on my cell phone (evidenced by the earplugs I was using so my hands would be free to make the deposit into the machine).  As I explained in my reports to the ********* CFTC and a call to the Consumer Complaints in Georgia, I was under the impression that the money was being held in a safe account for me (as I was told by the scammer) and that I would see it back into my Chase account the following day, June 6, 2023.  I didn't realize that I was scammed until late, (after banking hours) the following day, 6/6/23, that the money was not there in my ********** Account.  Thus, the delayed reporting to Bit Coin that I was scammed and in addition, when I tried calling Bit Coin on the telephone number they provided, they never answered.  The phone rang and rang and rang without anyone picking it up.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2023

  Please see our response attached.   We have remitted transaction fees back to *************   

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20181507
  
  I am rejecting this response because:  Bit Coin Depot allowed the transaction to proceed even when the barcode (provided by the scammer) did not match my Identity, which was required by their vending machine.  Bit Coin Depot gives the user a false sense that they verify that the custodial or non custodial account/wallet matches the identification provided (in this case my ********** Driver's License) and a scan of my face at the time of use.  When I reported to Bit Coin Depot that I was scammed on their machine, the money was still in the vending machine and they could have stopped the transaction and returned the money to me, evidenced by the two receipts I got from them.  What's the purpose of asking the user to provide a form of identity and also scanning my face at the machine?  Bit Coin Depot misleads the general public to believe that their machines are safe to use for deposits by asking for identification and scanning one's face.  Bit Coin Depot is a liability to the general public and should assume responsibility and be accountable to the thousands of people who have been scammed on their machines.  Many have lost hundreds of thousands of dollars because Bit Coin Depot has been careless in safeguarding the public who fall prey by using their machines.  Again, I would like to reiterate what was previously said in my first rejection letter to Bit Coin Depot on this BBB site.  "I do not have a custodial or non custodial account (with Bit Coin Depot) and the information on the scammer's barcode did not match the two forms of verification that I provided.  Since there was a discrepancy between the scammer's account, NOT matching the ** and facial recognition I provided, Bit Coin should not have allowed this transaction to go through.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/09/2023

  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.

  I recently used one of the physical ATM locations to convert cash into bitcoin. While using their machine, they notify you that there is a $3 flat fee for the use of their machines. However, upon completion of the transaction, you realize that they took 28% of your cash as a markup for the use of their services. Nowhere on any screen or terms of use is that fee disclosed. In the upper right hand part of the screen, a spot price is displayed, which, at the time of purchase was significantly higher than what the actual spot price was. I called the company in regards to the transaction, and they stated this is most likely a network error and will be corrected. They even confirmed the correct spot price on the phone with me to indicate that my transaction was completed at the correct price.However, now that the funds have settled in my account, I am missing 28% of my deposit funds. Their customer service refuses to acknowledge what theyve done, even though they claim to have recorded the conversation in which their employee gave me this false information.

  Business Response

  Date: 05/16/2023

  Please find our response attached. 

• Initial Complaint

  Date:05/05/2023

  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.

  I purchased $2,700 worth of Bitcoin from their ATM machine and attempted to send it to a wallet address, only to find that it never arrived. When I reached out to their customer support for assistance, I was given the runaround and told that it could take several hours for the transaction to go through.To make matters worse, when I requested to make a dispute regarding the transaction, I was informed that it was irreversible and there was nothing they could do to retrieve my funds. I demand a full refund for my failed transaction and immediate action to be taken to improve the reliability and accountability of the Bitcoin depot's ATM machines and customer support team.

  Business Response

  Date: 05/16/2023

  Please find our response attached. 

  Customer Answer

  Date: 05/19/2023

  
  Thank you for your response and providing additional information regarding the transaction in question. I appreciate your sympathy and willingness to work with law enforcement to assist victims of scams.
  Based on the details you provided, I understand that the transaction successfully posted to my account on April 6, 2023, within half an hour of initiating it. However, on April 10, 2023, I lost access to my Bitcoin Depot mobile app account and was directed to contact **************** for assistance. I'm currently in the process of reaching out to them regarding this issue.
  On April 21, 2023, I contacted Bitcoin Depot **************** to report that I was scammed. I apologize for not providing additional details about the scam during that conversation. At that time, I was feeling overwhelmed and distressed, which may have affected my ability to provide comprehensive information. I want to assure you that I am taking this matter seriously and seeking the necessary support to address it.
  Regarding the transaction process, I understand that the amount of cryptocurrency to be received in exchange for the cash inserted is clearly displayed on the kiosk screen, including all applicable fees. Customers are required to agree to the terms and conditions and confirm the transaction before it is processed. I do recall going through these steps and confirming the transaction.
  However, I would like to clarify a few points to better understand the situation. Firstly, is it possible to provide me with a breakdown of the transaction, including the amount of cryptocurrency I purchased and the corresponding fees deducted? This will help me reconcile the transaction with my records.
  Additionally, since I lost access to my Bitcoin Depot mobile app account, could you please provide guidance on how I can regain access to it? I have already contacted **************** as directed, but I don't remember my password at all, and I also don't recall setting up a secret code when I initially created the account.
  Furthermore, I would like to know how long it might take to get my funds back once the recovery process is initiated.
  Lastly, I would like to know if there are any further steps I can take or information I can provide to support the recovery of the transaction fees. Unfortunately, I don't have access to my Bitcoin Depot account, so I am unable to provide the transaction receipt when the bitcoin was sent. However, I do have the bitcoin address and messages when the scammer contacted me. Can this be considered as further proof to assist in recovering my funds?
  I understand that I can submit an application at BitcoinDepot.com/scam-fraud. If there are any specific details or documentation that would be helpful to include, please let me know.
  Thank you once again for your understanding and assistance in this matter. I look forward to your response and working towards a resolution.
  Sincerely, Yessika 
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/31/2023

  Please find our response attached. 

• Initial Complaint

  Date:04/12/2023

  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 $500 to convert to Bitcoin. The machine said it charges a $3 service fee. The company charged me 20% without my knowledge and only deposited $380 to my wallet. They did not disclose anywhere that there was a 20% fee as I would not have used their machine. I called to rectify this and they refused to resolve this matter. It is illegal to not disclose financial fees for transaction.

  Business Response

  Date: 04/19/2023

  Please find our response attached. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19927235
  
  I am rejecting this response because: I did contact BitCoin Depot directly via telephone within 30 minutes of the incident. I opened a complaint and ticket regarding this matter. They still have not responded as they agent said they would. I specifically asked the agent to get a return call from *************************, ***************************, or *********************** to discuss the situation and still have not received any communication from anyone within the company. Furthermore,  BitCoin Depot did not disclose anywhere on there machines that they would be selling me Bitcoin at a more than 20% premium as this BBB response to my complain seemed to insinuate. I deposited $500 as they stated and expected $500-$3 service charge as the screen said I would in Bitcoin in return. Bitcoin Depot instead only issued $380 of Bitcoin to my account un-benounced and with out full disclosure to me. Their tactics are fraudulent and misleading and not only require restitution to me but a possible probe in criminal negligence and fraud as well. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/20/2023

  Please find our response attached. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19927235
  
  I am rejecting this response because: It is apparent that Bitcoin Depot is not willing to rectify their deceptive and misleading practice and will continue to deny that the information and complaint I filed is accurate. Furthermore, they have made no attempt to resolve this with me directly even though I contacted them via phone as they requested. I expect this BBB case to remain open until it is rectified and a permanent negative **** on their BBB rating should be placed. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/07/2023

  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.

  My household is being victimized by extortion via a dating site to the tune of $6000 which required a family member to send funds via this company. We have reached out asking for some sort of resolution, company says it cannot do anything, will not trace the user. We have filed reports with law enforcement. This company provides zero safety for users and asserts an inability to assist when clearly this is not the case. They are the middlemen for fraud and that seems to be the entire business play.

  Business Response

  Date: 04/19/2023

  Please find our response attached. 

• Initial Complaint

  Date:03/15/2023

  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.

  My mom was the victim of a fishing scam where they were posing as PayPal and then the ***** Fargo fraud department. She was conned into putting a lot of cash into a Bitcoin Depot machine. This happened March 13, 2023.

  Business Response

  Date: 03/27/2023

  Please find our response attached.