Consumer complaint received 2026-01-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Winklevoss Exchange LLC
State: FL

Complaint narrative:
Financial Institution : Gemini Trust Company , LLC Issue Summary : I am submitting this complaint regarding Geminis handling of a disputed credit card charge and a retracted promotional offer. Unauthorized Charge : A charge appeared on my Gemini Credit Card that I did not authorize or make. I did not receive the product or service, and I have no affiliation with the merchant. 

The charge occurred on XX/XX/year> in the amount of {$1100.00} Gemini denied my dispute without providing clear justification or evidence of authorization.

Promotional Offer : Gemini emailed me a promotion offering a {$20.00} trading credit if I deposited {$100.00} or more. I deposited {$350.00} in reliance on this email. After the deposit, Gemini stated the email was sent in error and refused to honor the promotion. 
Why This Is a Problem : Consumers should not be held responsible for unauthorized charges or penalized for relying on written promotional offers sent directly by a financial institution. 
Requested Resolution : Removal of the unauthorized charge Transparency regarding dispute review process Honor or compensate for the withdrawn promotional offer I sent this letter to them via email and have not received a response. When I called their customer service # and asked for a dispute specialist, they said there wasn't one available..

Dear Gemini Support and Dispute Resolution Team, I am writing to formally request reconsideration of two unresolved matters that have been disappointing as a Gemini customer. I would prefer to resolve both directly with Gemini before pursuing external escalation. 

XXXX. Unauthorized Charge Dispute Reconsideration I respectfully disagree with the outcome of the dispute related to a charge on my Gemini Credit Card that I did not authorize or make. 

To be clear : I did not authorize this transaction I did not purchase or receive the associated product or service I do not own or use XXXX equipment, nor do I have any relationship with the merchant I disputed the charge promptly upon discovery A transaction clearing successfully does not itself establish authorization. I am requesting : A formal reconsideration of the dispute A written explanation identifying the specific evidence relied upon to deny the claim Confirmation that this matter has been escalated to a supervisor or dispute XXXX XXXX. Retracted {$20.00} Trading Promotion On XX/XX/year>, I received an email from Gemini offering a {$20.00} trading credit if I deposited {$100.00} or more. Acting in good faith on that communication, I deposited {$350.00}, exceeding the stated requirement by more than XXXX times. 

Only after making the deposit did I receive a follow-up stating that the promotional email had been sent in error and would not be honored. While I understand mistakes can occur, this offer was initiated by Gemini, sent directly to me, and relied upon in making my deposit decision. Rescinding an offer after the required action has already been completed feels unfair and undermines customer trust. 

I am requesting that Gemini reconsider honoring the original promotion or provide a reasonable accommodation. 

To be transparent, I have prepared formal complaints for both the Better Business Bureau ( BBB ) and the Consumer Financial Protection Bureau ( CFPB ) documenting these issues. I would strongly prefer to resolve this directly with Gemini prior to filing them. 

Please confirm receipt of this message and advise on next steps for escalation and review. 

Sincerely, XXXX

Company response to consumer: Closed with explanation