Consumer complaint received 2022-04-23
Company: Winklevoss Exchange LLC
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
I am unable to access the account I created with the cryptocurrency exchange " Gemini '' and the company refuses to fix the issue even after verifying my identity. See the below email correspondences for further clarification. 

Gemini XXXX Sat, XX/XX/XXXX, XXXX XXXX  to me # # - Please type your reply above this line - # # Hi there, Thanks for reaching out! 

May we know the misspelled email you entered? 

I took a look in our system, and it looks like the email address XXXX, is not associated with a Gemini account. For security reasons, in order to assist you with your inquiry, we will require an email originating from your verified email address to show that you have ownership of the inbox. Please reply to this email thread with the verified email address associated with your Gemini account once you have created a new ticket and I'd be happy to further assist you on that email thread! 

If you are a Gemini customer and think that your account may be compromised and you do not have access to your registered email address, please follow the steps in this article for the correct way to notify us immediately. 

If you are not a Gemini Customer and your request is regarding a non-account related inquiry, please follow up by replying directly to this email and an expert will be back to you as soon as possible. 

Also, please check out our newly redesigned help center which has the answers to most common questions and requests : https : //support.gemini.com/ We thank you for your cooperation and patience! 

Onward and Upward, XXXX On XX/XX/XXXX, XXXX XXXX, XXXX XXXX wrote : Hello, I misspelled my email when signing up & then changed it to the correct one but it seems that change didn't go through bc i can't sign in with that one & currently signing in says i dont have appropriate permissions. How do I secure access to my account? 

-- -- -- -- -- -- -- -- -- Submitted from : XXXX XXXX XXXX [ XXXX ] XXXX XXXX XXXX Sat, XX/XX/XXXX, XXXX XXXX to Gemini XXXX, I have zero way of sending an email from a non-existent account. I already provided a plethora of other personal information when I signed up. Can i not do it through my phone number? 


Gemini Sat, XX/XX/XXXX, XXXX XXXX to me # # - Please type your reply above this line - # # Hi XXXX, Thank you for reaching out. Id love to help you with that! 


I would be happy to assist you with your email. In order to do so, we kindly ask that you submit a photo that contains the following : 1. A view of your full face 2. Your ID that was used to register with Gemini. This was either a passport or driver 's license 3. A hand-written note that states the current date and says [ XXXX ] underneath Once you've taken a selfie that contains all of the above, please upload it via our secure Gemini Dropzone : XXXX XXXX XXXX For a graphical representation on the requirements for the photo, please refer to This Article. 

Please keep in mind that this must be one photo that contains all of the above, not 3 separate photos and reply to this thread once this is complete as I will escalate your case for expedited service. 

Onward and Upward, XXXX On XX/XX/XXXX, XXXXXXXX XXXX, XXXX XXXX wrote : XXXX, I have zero way of sending an email from a non-existent account. I already provided a plethora of other personal information when I signed up. Can i not do it through my phone number? 




On XX/XX/XXXX, XXXX XXXX, Gemini wrote : Hi there, Thanks for reaching out! 

May we know the misspelled email you entered? 

I took a look in our system, and it looks like the email address XXXX, is not associated with a Gemini account. For security reasons, in order to assist you with your inquiry, we will require an email originating from your verified email address to show that you have ownership of the inbox. Please reply to this email thread with the verified email address associated with your Gemini account once you have created a new ticket and I'd be happy to further assist you on that email thread! 

If you are a Gemini customer and think that your account may be compromised and you do not have access to your registered email address, please follow the steps in this article for the correct way to notify us immediately. 

If you are not a Gemini Customer and your request is regarding a non-account related inquiry, please follow up by replying directly to this email and an expert will be back to you as soon as possible. 

Also, please check out our newly redesigned help center which has the answers to most common questions and requests : https : //support.gemini.com/ We thank you for your cooperation and patience! 

Onward and Upward, XXXX On XX/XX/XXXX, XXXXXXXX XXXX, XXXX XXXX wrote : Hello, I misspelled my email when signing up & then changed it to the correct one but it seems that change didn't go through bc i can't sign in with that one & currently signing in says i dont have appropriate permissions. How do I secure access to my account? 

-- -- -- -- -- -- -- -- -- Submitted from : XXXX XXXX XXXX [ XXXX ] XXXX XXXX XXXX Sat, XX/XX/XXXX, XXXX XXXX to Gemini Thank you so much, appreciate it. 

Sent from my XXXX On XX/XX/2022, at XXXX XXXX, Gemini XXXX wrote : Gemini Sat, XX/XX/XXXX, XXXX XXXX to me # # - Please type your reply above this line - # # Hi XXXX, Thank you so much for the image. 

After taken a look to it, I will need a second one but the ID needs to be readable. 

1. A view of your full face 2. Your ID that was used to register with Gemini. This was either a passport or driver 's license 3. A hand-written note that states the current date and says [ XXXX ] underneath Once you've taken a selfie that contains all of the above, please upload it via our secure Gemini Dropzone XXXX XXXX XXXX XXXX For a graphical representation on the requirements for the photo, please refer to This Article. 

Please keep in mind that this must be one photo that contains all of the above, not 3 separate photos and reply to this thread once this is complete as I will escalate your case for expedited service. 

I truly appreciate your patience with this matter. 

Onward and Upward, XXXX On XX/XX/XXXX, XXXX XXXX XXXX XXXX wrote : Thank you so much, appreciate it. 

Sent from my XXXX XXXX On XX/XX/2022, at XXXX XXXX Gemini XXXX wrote : XXXX XXXX [ XXXX ] Gemini Sat, XX/XX/XXXX, XXXX XXXX to me # # - Please type your reply above this line - # # Hi XXXX, XXXX you! 

Just confirming that your message has been received and will be handled as soon as possible. Once we have an update, we'll be sure to get back to you promptly. 

Thank you for your patience! 

Onward and Upward, XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( 1 hour ago ) to Gemini Hello, I would like an update on my account. It has been over a month now and I have not heard back regarding the issue.

Company response to consumer: Closed with explanation