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Business Profile

Cryptocurrency Exchange

Gemini Trust Company, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 563 total complaints in the last 3 years.
  • 222 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/30/2025

    Type:Product Issues
    Status:
    Resolved
    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 July 24, 2025 I submitted ticket ******* to Gemini Support because I could no longer initially transfer money from my account. I was able to log in, enter the amount I wanted to transfer to my bank account, and when I pressed submit, out of nowhere message stated before I could continue I had to use a passkey. It wouldnt allow me to add a passkey, remove a passkey, or bypass the message. That was initally. After multiple attempts of trying to get the transfer done, the message then turned into I need to verify immediately after signing in. I sent the selfie with the ticket number above and received an acknowledgement that I was verified. Someone sent me a message asking if I wanted to have the current passkey that didn't work removed and I said yes. I was made to do a second selfie with the same info previously sent an hour prior. I got a message on July 25th that said they received my message and once there's an update they'll get back to me. That was a week ago. No one has removed the verify prompt so that I can get into my account. I want the passkey removed so that I can get into my account and continue transferring all of my money out. I also have the Gemini credit card which mysteriouly keep adding money to it when I am not using it that I can not acess because the app is the only way to block the card and access the statements in order to know the account number and other methods of payment. I need the BBB to look into fraud on my behalf because this company wont respond. I have also filed with the ************ office for consumer fraud. There has been no response and I still have no access to my account. Ive been with Gemini Exchange since 2017 and it has done nothing but decline in service. Enable my account. I have attached the entire email traffic with the ticket number * * * * * * **

    Customer Answer

    Date: 08/01/2025

    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 and the matter has been resolved.

    Sincerely,

    ******** ****** 



     

  • Initial Complaint

    Date:07/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 late father had an account with ************************ with Crypto currency. I have sent and exchanged over 40 emails trying to retrieve the funds in the account over the last 2 months. They consistently make it difficult to retrieve the money. I have submitted all requested documents as the executor of my late fathers estate. I believe they are purposely misleading me to keep my money. They will not allow a phone call. They state that they have a NO PHONE CALL policy.

    Business Response

    Date: 07/29/2025

    **** *** ****
    ******* ******
    **************************************************************************
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ******* Once *** ****** responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ****** as a result of this matter.  
    Best,
    Gemini

    Customer Answer

    Date: 07/29/2025

    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 and the matter has been resolved.

    Sincerely,

    ******* ******



     

  • Initial Complaint

    Date:07/21/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Gemini has frozen my account with them without contacting me and there is no way to get in contact with them. I have sent dozens of emails and requests for help on their online help center to no answer, have called a phone they have, no answer. This is been happening for months. Trying to sign into my account is not possible any longer due to security pass key requirements and I can not set up a pass key. They do not answer any requests for help at all. I just need to be able to get into my account and for them to unfreeze the account so I can withdraw the funds.

    Business Response

    Date: 07/28/2025

    **** *** ****
    ***** ********
    ** *****
    *************
    *** *** ********* *** ********
    ******************** has reviewed the complaint filed by *** ********* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and the freeze on *** ********* Gemini account has been removed. Additionally, *************** continues to have issues accessing his Gemini account, he can contact Gemini Customer Support via the Customer Support portal or *************************************************************
    ******************** conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******** as a result of this matter.  
    Best,
    Gemini

  • Initial Complaint

    Date:07/18/2025

    Type:Billing Issues
    Status:
    Resolved
    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 July 8, 2025, I sold XRP through Gemini exchange for $1,689.57 and paid Gemini $25.17 in fees. On July 9, 2025, I successfully withdrew through ACH transfer $300.00 to my US Bank Account with information save in Gemini's application.On July *******, Gemini put a restriction on my account preventing me from withdrawing $1,389.57 from the Gemini application to the same US Bank Account. After several rounds of questions from Gemini and responses from me, as of 7/18/25 Gemini continues to prevent any withdrawal of my USD to my bank account. On July 18, 2025, the email from Gemini providing suggestions to correct this issue was inaccurate and unclear procedures.I continue to request permission to withdraw my USD funds from Gemini to my US bank account. Please help them unfreeze my account and allow me to withdraw my funds.

    Business Response

    Date: 07/22/2025

    **** *** ****
    ****** *******
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ******** We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ******* has withdrawn his funds.
    Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******* as a result of this matter.  
    Best,
    Gemini

    Customer Answer

    Date: 07/23/2025

    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 and the matter has been resolved.

    Thank you for your assistance. Without the Better Business Bureau contacting Gemini, this matter would not have been resolved. 

    Sincerely,

    ****** *******



     


  • Initial Complaint

    Date:07/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 bought ******* and after the purchase I attempted to transfer the crypto currency to my fianc. Gemini would not allow me to make the transfer alleging suspicious activity on my account and then put a hold on my account. I was asked to submit a picture of my face with my ID, the date, and the Gemini ticket number. I did this and with two follow up emails I fully explained what I was trying to do and I respectfully requested that the hold be taken off my account so I could transfer the Bitcoin that I had purchased. In the meantime the crypto has started dropping in value and every minute I prevented from transferring my crypto I losing precious value. No response from Gemini. No release of the hold on my account. The amount I purchased may not seem to be a lot from Geminis perspective, but it is from my perspective. Very unresponsive customer service.

    Customer Answer

    Date: 07/23/2025

    Better Business Bureau:

    I liquidated the crypto currency that I had purchased and transferred the money back to my bank account in reference to complaint ID ********, and find that this matter has therefore been resolved .

    Sincerely,

    ***** *****



     

  • Initial Complaint

    Date:07/17/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 started on mon 7/14/2025 I got a 2 key verify and I have never done this before and it said the passkeys are on my computer. When I log in with my 5 yr old computer it says no passkeys. It said to download authy app and it generated gemini passkey code but app says they are wrong since they did away with that app nd of May. I do not have passkeys I only signed in by pin or password or face and identified myself in the beginning making acct with my drivers license. I have tried two phones and a computer and countless auth sites to verify. I cant get into my account. I cant get past verify. I have cleaned cache, reinstalled and even asked for new password. All have failed to get past the 2 verify and can never see my crypto. I am livid and have had enough. I have sent five emails and escalated to a complaint on their website and no one has ever gotten back to me. HELLLLPPPP!!!!! number below is complaint number escalated

    Business Response

    Date: 07/28/2025

    **** *** ****
    ***** ******
    ***************
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ******* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and the passkey requirement has been removed from *** ****** account. 
    ******************** conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ****** as a result of this matter.  
    Best,
    Gemini

    Customer Answer

    Date: 07/28/2025

    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 and the matter has been resolved.

    Sincerely,

    ***** ******
      The business reached out to me and yes, they removed the pass key so I can create a new one. I am now able to get into my account as of today. Please close this complaint. Thank u for all your help. 


     

  • Initial Complaint

    Date:07/16/2025

    Type:Product Issues
    Status:
    Answered
    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.
    July 4th I purchased BTC with Gemini. They had no problem taking my money from my bank. They said 7 to 10 days before I could transfer. THE 14TH would have been 10 days. I tried to transfer to my Exodus account. IT kept saying try again, so I tried every day. I emailed customer service and they put me through a lot of ** hoops which I did. They said even if I sold, they still wouldn't release my funds.

    Business Response

    Date: 07/17/2025

    **** ** ****
    ***** ********
    ****************
    *****************
    *************
    *** *** ********* *** ********
    ******************** has reviewed the complaint filed by *** ********* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved as *** ******** has withdrawn her funds.
    Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ******** as a result of this matter.  
    Best,
    Gemini

  • Initial Complaint

    Date:07/15/2025

    Type:Order Issues
    Status:
    Answered
    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.
    With the Freezing of my account in Gemini, I needed to convert the remaining Bitcoin into USD. Then I needed to send the USD to my Bank Account. The USD I need to wire transfer to my Bank account is $1,975.37. Since my account is closing, I can't Wire Transfer the process through the website, I've contacted customer support for help. The Problem is that so much time has passed and I have not heard an update from Gemini. The process goes like this: they email me to send information about my bank account to wire transfer the remaining USD, I send my information, then I get a message back saying they'll give me an update. The problem is that I had to talk to 3 different associates, doing this 3 separate times of sending my bank information, and it's been more than a week and I have not heard about an update. If it helps, my email associated with the account is: ****************************** And ***** ********* is the name that's associated with the account. To reiterate, the problem is not the closing of the account. The problem is the time that has passed, and talking to 3 different associates and none of them have finalized the transaction.

    Business Response

    Date: 07/25/2025

    **** *** ****
    ***** *********
    ** *****
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ********** We appreciate this matter being brought to our attention and the opportunity to respond. 
    Please note this matter is pending response from *** ********** Once *** ********* reaches out to his financial institution for the incoming domestic wire instructions and responds to Geminis inquiry through Ticket ID #*******, we will be able to conclude our review.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ********* as a result of this matter.  
    Best,
    Gemini

  • Initial Complaint

    Date:07/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Gemini froze my account due to detected fraud but never unfrozen it after opened ticket and numerous verification requests that have been fulfilled on a timely manner I cannot login and I cannot withdraw and close my account

    Business Response

    Date: 07/25/2025

    **** *** ****
    ***** ************
    **************************************
    ***********************
    *************
    Re: BBB Complaint ID: ********
    ******************** has reviewed the complaint filed by *** ************* We appreciate this matter being brought to our attention and the opportunity to respond. Please note that this matter is resolved and *** ************* Gemini account is unfrozen and her bank account has been verified for both ACH and Wire deposits and withdrawals.
    Gemini conducts a thorough review of all customer complaints received by our institution and our teams work diligently to address all customer inquiries in a timely manner.
    Our Organization works everyday to improve our user experience, and strives for all customers to have a positive experience on our platform. We apologize for any inconvenience experienced by *** ************ as a result of this matter.  
    Best,
    Gemini

    Customer Answer

    Date: 08/01/2025

    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 and the matter has been resolved.

    Sincerely,

    ***** ************



     

  • Initial Complaint

    Date:07/12/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Gemini exchange has placed a security hold on my account, preventing me from transferring my crypto to my cold wallet. They asked me to upload a picture of me holding my ID and a code they supplied. I did this twice at their request, and now I need to do it again for the third time. I did a KYC with this scam company when I opened this account, and I should not have to keep doing a KYC to get my assets out! As of right now, they will not release my assets!

    Customer Answer

    Date: 07/14/2025

    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 and the matter has been resolved.

    Sincerely,

    ******* ******** **



     

Gemini Trust Company, LLC is NOT a BBB Accredited Business.

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