Consumer complaint received 2025-01-08 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Winklevoss Exchange LLC

Complaint narrative:
Kindly check my over 18 'back and forth ' emails with XXXX On XXXX XXXX I tried to do a transfer of XXXX ETH to my coinbase account. This was stopped because of a security hold. I was then asked to verify my identity and after several unsuccessful attempts, this was completed on XXXX XXXX. I then tried to transfer again on XXXX XXXX. and was faced with another security hold. I complained to support who sent me a slew of questions on XXXX XXXX. which were completely answered on XXXX XXXX. Support then thanked me on XXXX XXXX and said they are working to remove the restriction and will follow up. I have not heard back from them since. I then tried to do another transfer on XXXX XXXX and realized there is still a security hold on my account! 

I, again, tried to do another transfer on XXXX XXXX and was faced with another security hold 24 days after they say they were looking into it. This is outrageous! 

Gemini keeps sending me warnings that they will close Canadians ( my ) account by XXXX XXXX, 2024 and that I should withdraw my assets but support seems to be working counter to this instead of facilitating it! 

I need the restriction to be completely removed from my account. 
******************************************************************************** Gemini again sent out this email on XXXX XXXX XXXXXX/XX/year> ******************************************************************************** Gemini XXXX XXXX XXXX XXXX XXXX  ( 2 days ago ) to me Hi there, We are reaching out again to remind you that as of XXXX XXXX XXXX, Gemini will be limiting the services offered to customers in XXXX, and XXXX such, your account will be closed on XXXX XXXX XXXX 
To avoid any service interruptions or blocked access to your accounts, we strongly encourage you to take the below actions prior to XX/XX/year> : Withdraw any crypto assets to an external wallet address. Please note, all crypto assets are available to withdraw via web browser. Limited withdrawal access available via the mobile app. 
Withdraw any XXXX to your linked bank account. 
Please see here for instructions on how to link a bank account. 
We apologize for any inconvenience this may cause and thank you for your understanding. 
Please reach out to our support team here if you have any questions. 
Onward and Upward, Team Gemini Gemini Trust Company , LLC ( d/b/a Gemini Exchange, LLC in AZ, CA, DE, FL, ID, IL, KS, KY, MA, MI, MN, NC, ND, NM, OH, OR, SC, SD, UT, and VA ; d/b/a Gemini Exchange in AK and WA ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Copyright 2024 Gemini Trust Company , LLC. All rights reserved. 
******************************************************************************* I, again, tried to transfer my crypto on XXXX XXXX XXXX XXXX XXXX but Gemini continued to place a security hold on my account and denying the transfer. 
They obviously lied in the above email when they said, " Please note, all crypto assets are available to withdraw via web browser. ''

Company response to consumer: Closed with explanation