Complaints

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:04/10/2025

  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 ordered $50 in crypto and this company is holding my money. I want my money back. They are holding it for no reason.

  

  Business Response

  Date: 04/10/2025

  Please note that your purchase may not be sent immediately for security/consumer protection reasons. If you have any questions or concerns, please contact our 24/7 customer support team at ************. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23187844
  
  I am rejecting this response because:
  If they would of told me that they were going to hold my money. I would of never deposited my money. They have no notification making me aware that they were giving to hold my money until after i made the deposit 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/23/2025

  In the receipt provided, there is a disclaimer that your purchase may not be sent immediately for security/consumer protection reasons. Our records indicate that the transaction has since been completed. Should you have further questions or concerns, please contact our CoinFlip Customer Success team, who can be reached 24/7 through the email address ********************************************************** or by calling ************. Thank you. 

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23187844
  
  I am rejecting this response because:
  Please explain what security reasons. I believe that this an excuse to not remove this inquiry from my credit profile. Your company states that its fraud due to your employee entering my social security number wrong. Since this is the case get the inquiry removed. I was approved up until your employee made this mistake. All information I provided reflects my accurate information and it is me. No one else. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/04/2025

  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.

  To whom it may concern I'm writing to file a complaint of fraud against the company That is listed below. That is highlighted.I would give the summary Of the events below. And also. Give you some of the messages that were sent back and forth between the company and myself.1.I deposited ***** in my Coinflip account. 2000 was for mining and 1000 for my *********** days later I had an A total of $15,000 in my account.3.I tried to the make a withdrawal and then I got notification that I would need to deposit money that will allow me to. Take withdrawals.4.I had asked if I if I could put the take the fees out of my account and they said that they do not have access to my ************** raised an important question. If they do not have access to my account, then how would depositing more money in my account would give them the money?6.I personally feel that this is fraud/scam 7.I have asked for a refund in my initial deposit but they told me that. I would need to make a deposit in order to get my my refund.8.I will send you the last e-mail. In this complaint. For reference.Could you please do an investigation on the possible scam and if there's any possible way that I can get my money back? Thank you so much, Sincerely, ***** **** *****.

  

  Business Response

  Date: 04/23/2025

  Based on the information provided in the complaint, it appears this is directed at an "exchange", one that CoinFlip has no knowledge of or association with. If you have questions regarding CoinFlip transactions, please contact our CoinFlip **************************** who can be reached 24/7 through our email address at ********************************************************** or by calling ************. Thank you. 
  
  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23156779
  
  I am rejecting this response because: they are telling me they have no record of my accounts, This is major fraud. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/28/2025

  Please contact the CoinFlip **************************** which can be reached 24/7 through our email address at ********************************************************** or by calling ************. We can try to locate your transactions with more information. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23156779
  
  I am rejecting this response because: they tell me they cannot refund my funds  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/17/2025

  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 made a bitcoin ATM purchase on the 22nd Jan, which was supposed to be credited directly to my Litecoin wallet, but it was never sent. After several days, I chatted up the support who asked for information, which I provided. A code was sent to my phone, which I also provided to the support **** The chat was disconnected, and I had to reconnect back, and the new *** who attended to me said I had to call the customer service on the phone.I tried to call several times to no avail with several minutes on the phone, and no one attended to me. I finally got hold of someone on the phone only to be told the name given is not the name on the account. I never created an account but used my number and other info, and I have bought several with my same name, so I couldn't understand what he meant.He said because of that he couldn't help and hung up on me. All attempts to get them to send the Litecoin I purchased and paid for were to no avail. I have a picture I took from the Bitcoin machine with confirmation and amount as well as a wallet to be sent to, but they never sent my 600 Litecoin up till now.  

  

  Business Response

  Date: 02/27/2025

  Please contact CoinFlip customer support by calling ************** or emailing **********************************************************. CoinFlip customer support team is available 24/7. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22953023
  
  I am rejecting this response because: i have called them severally and tried chatting with their support with excuses been made and no resolve
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/13/2025

  For privacy purposes, CoinFlip cannot discuss this matter further unless you decide to call or email our Customer Support team, which can be reached 24/7 through our email address at ********************************************************** or by calling ************. Thank you. 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22953023
  
  I am rejecting this response because: the customer service was wasting my time lying to me that my information wasn't correct and all we are asking you to do as a business is complete the business transaction you were paid for to the wallet provided to you at the point of payment
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:01/05/2025

  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 was cashing out my crypto account funds at a coinflip *** and the *** machine had some problems so I was told that I was going to receive a refund and it would be credited to my account in 24 hours. I have yet to receive a refund and had been trying to contact them through email/text and Phone calls were never answered.

  

  Business Response

  Date: 01/22/2025

  Ms. ********,

  CoinFlip can be reached 24/7 through our email address at ********************************************************** or by calling ************.Please call us at your earliest convenience to discuss this issue further. 

  Thank you, 

  
  

• Initial Complaint

  Date:12/20/2024

  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 12/12/24, per an impostor scammer, representing a police officer in my local area's ********************* I was told I had to pay to avoid jailtime for a fake missed jury duty. I was told to go to a location, ****************** ************************************* *******, CA *****, to use the kiosk to submit payment before coming to the police department to clear my name. I was told to get a ride there, so I booked an ***** I was told by the caller to remain on the line, as they are actively pinging the phone to make sure I was not going out of bounds. When I confirmed I was at Gateway Smoke Shop ******************* *****************, the caller told me to let them know when I was in the store so they could send me the code for payment. There were several codes that were sent, as they timed out. I was at the shop for at least 15 minutes, fearful of my surroundings and the clientele that would walk by, as it felt as though I was brought out of my element and could be assaulted at any time. I feel as any surveillance footage can show the interaction between me and the caller, along with showing the hashtag of the BitCoin transaction at the CoinFlip BitCoin ATM.All codes were being sent from ************. I deposited $1,000 in and was informed I had hit the daily limit since I was splitting payments, then told I needed to go to ******** location and go to ************. Was sent additional codes, stating that I would be refunded any amount I already paid, as I would be paying 4 payments of $1,000, 2 codes at a time. All money that was submitted, outside of ****** issue, has been resolved. Police, ***, and *** reports were submitted and are attached.I tried to call the BitCoin ATM's parent company and was constantly told 15 min wait with no progress made. Emails sent, ticket number ********, still no response to follow up *********** owner might have audio and video detailing me confirming phone number and transaction information.

  

  Business Response

  Date: 01/22/2025

  You can contact CoinFlip customer service by calling **************. The customer support team is available 24/7. Please give us a call to discuss this matter further. 
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22716481
  
  I am rejecting this response because: 

  I followed CoinFlip's instructions to call them and still am unable to speak to a live person.

  
  

  I waited on the phone for nearly 20 minutes today, calling from my work number at 10:55AM PST.

  
  

  I was told that my wait time was at a constant 10 minutes during the duration of the call, as I waited nearly 20 minutes and I could not get in touch with anyone.

  
  

  It never decreased in time and I did not want to wait for a callback, which may not happen.

  
  

  Please advise as to how to get in touch with them to discuss the matter directly.

  
  

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

  

  Business Response

  Date: 02/27/2025

  CoinFlip apologizes as our average wait time is only 4 minutes, depending on the time of day one calls. We are unable to address any issues via the BBB for privacy purposes. Please email us at ********************************************************** if you continue to be unable to contact us via phone. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22716481
  
  I am rejecting this response because the company did not respond to my follow up emails, including the most recent one made last week, to the email address they provided which I had outreached to many times.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/13/2025

  For privacy purposes, CoinFlip cannot discuss this matter further unless you decide to call or email our Customer Support team, which can be reached 24/7 through our email address at ********************************************************** or by calling ************. Thank you. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22716481
  
  I am rejecting this response because: I have emailed many times since the initial emails in December 2024. I have been told to call, which I have and have not gotten through to anyone, despite staying on hold for more than 20 minutes with a "10 minute waittime" message repeating over and over, never decreasing in time.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/04/2025

  We apologize you have not been able to get in touch with us. Please email ************************************************************. Thank you. 

• Initial Complaint

  Date:09/05/2024

  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.

  Transaction date was 8-29-2024 I purchased $930.00 worth of bitcoin at their ATM kiosk. Ive downloaded there specific wallet so there wont be any issues. because I live in *********** I had to wait 72 hours before I could see my bitcoin in my wallet. Its been a week passed the 72 hour **** that i cannot use my coin because of the development issues within their wallet app. I was told that my coin is in my account but its not showing up because of their app !! I paid $930 for something I cant use because their app issues. I paid for a service and a product and I didnt receive either one. Just because its in an account meant I received it. They never gave me access to the service or product and all I want is refund within a timely manner!!!  

  

  Business Response

  Date: 09/12/2024

  Please contact CoinFlip Customer Support by calling ************. Thank you.

• Initial Complaint

  Date:09/04/2024

  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.

  Commencing in September, 2023, I fell victim to a multilayered scam operation orchestrated by *************** (the Company), all of which aim at contributing to the goal of robbing and defrauding innocent ************ was transferred through a Coinflip ATM Machine in the total amount of ****** USD utilizing your services.

  

  Business Response

  Date: 09/12/2024

  Please contact CoinFlip Customer Support by calling ************ or emailing **********************************************************. Thank you. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22237222
  
  I am rejecting this response because:

  I was approached the **** few time and explained them what happened but they did not respond at all, so approaching them over email was rendered useless.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/25/2024

  CoinFlip can be reached 24/7 through our email address at ********************************************************** or by calling ************. Thank you. 

• Initial Complaint

  Date:03/01/2024

  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.

  Commencing on or around 19th May 2023, I fell victim to two multi-layered scam operations run by Teclitetrade which involved me making deposits for a total amount of *********** BTC from my CoinFlip account to fraudulent investment firm(s).

  

  Business Response

  Date: 05/23/2024

  Please see attached

• Initial Complaint

  Date:03/01/2024

  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.

  I invested $25 with this company that has now grown to over $80 and since they took away the option to add or withdraw my investment the way I began. I used a debit card and they since said they would restore this option and have not done so with any end in sight. I tried adding my bank accounts, but was unable to do so. Now my banks are no longer listed and I have no way to withdraw my investments and they claimed to have fixed this but I still have no way to retrieve the funds invested. I feel like my investment is being held hostage and I have no way to get it back from them. Please help me retrieve these funds.

  

  Business Response

  Date: 05/23/2024

  Please see attached

• Initial Complaint

  Date:12/04/2022

  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.

  Well I went to send this person who I had met online some money threw this bitcoin and she had never lied to me yet about anything and I was use to using coin me Machi but the machine in ****** but did not print or give paper receipts or conformation no like coin me did and this woman has been pretty honest with me so far so I called them and asked if the person got it and they said it went threw but I tried to give them the name to see if it was sent to write person they could not tack it or give me that info I thought maybe I made a mistake entering info on tha machine well it ask I enter my phone no to send money and scan there bit coin wallet she said she never got the money so I ask for a refund and told me they could not refund my money and then this morning she ask for there phone no and the sending info because they sent a link instead of printing you a reciept on paper this machine was difficult to use because they would send you a code to your phone and it timed out quickly I did not know I was suppose to download a app or create a online account or nothing of the sort she called them and messaged me back and said machine was locked up and I would be getting a cashiers check in about a month unless it did go into her account and she is not telling me and scamming me for money for travel to me for Christmas but if that's the case I will file charge with ic3 crime center but wanted BBB to investigate it first to see if it was a freez up or lock up error on there behalf but I did get a message link sent to my phone saying they closed my account out or phone no out that I violated there terms how can that be when the machine is in a store for anybody to use I never once read on there I had to download a app or create no account how obserd it askfor you to enter your phone no so if they are going to be like that heck yeah or if there was a lockup or error on the machine or there part yes my resolution would be to reimburse my 500 dollars asap

  

  Business Response

  Date: 12/07/2022

  Thank you for bringing this to our attention. We have provided background on our interaction and history with this customer. In essence, this customer violated terms of service but may have also fallen victim to a scam perpetrated by someone assuming the identity of a friend. 

  
  The customer admitted to using a friends wallet in ************ to purchase a plane ticket. We sent him proof that the transaction to the wallet that he sent money to had gone through, even though the person on the other end of the transaction was saying they had not received it. We warned them to use their own wallet and he denied getting one of his own.

  
  The original account(I3V8YBKETTCPYVEI) was rejected on December 3rd at 7:18 as CX admitted to using a friends wallet in ************ for a plane ticket. They were warned to use their own wallet and denied getting one, so the account was rejected, and his friends wallet was blacklisted. They then received a rejection text sent for December 4th, 2022, 9 am at 7:19 PM on December 3rd, 2022. 
  After that, a SMS was sent when identity state changed from Not Registered to Rejected with messages text (attachment 1)  

  
  The funds that he sent to the wallet ID were sent and confirmed, so the transaction was complete. After that, he called our customer service to try to back out and get a refund but since the transaction was complete, he was not eligible for a refund.  

  
  On the phone call, our reps explained to him why he couldn't get a refund and if he wanted to continue using our services, that he would need to get his own wallet. He refused and by doing so, his account got revoked.  
  Listening to the phone call you can see that our reps did everything they could to help the customer follow our policy, but the customer was not understanding. (attachment 3) 
   

  
  

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18522923
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************