Consumer complaint received 2025-10-20 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Winklevoss Exchange LLC
State: IL

Complaint narrative:
Institution Name Gemini Trust Company , LLC Complaint Type Cryptocurrency, Banking Services ( Credit Card ) Severity Statement ( Use Verbatim ) This complaint details the systemic failure of Gemini support over an { XXXX } -week period to resolve two critical financial issues, culminating in the complete disregard of a Formal Regulatory Complaint. This failure has caused direct income loss, severe professional disruption, and profound emotional distress. I request immediate regulatory intervention to force resolution. 


Section 2 : Detailed Complaint Narrative Issue 1 : Missing Cryptocurrency Deposit and Negligence ( Ticket # XXXX ) The core issue began on XX/XX/year>, with a missing deposit of { XXXXXXXX XXXX } due to an incorrect memo tag. Despite this being a known, recoverable error, Gemini support has failed to manually resolve the issue for over eight weeks. 

Transaction ID XXXX XXXX XXXX XXXX XXXX XXXXXXXX } Original Date : { XX/XX/year> } Corrective Data Sent : All necessary data ( XXXX, correct tag { XXXX }, incorrect tag { XXXX } ) was provided repeatedly. 

Regulatory Failure : A comprehensive Formal Regulatory Complaint was submitted on XX/XX/year>. Gemini 's response was a generic support template from " XXXX '' that ignored the complaint 's formal nature and provided no resolution timeline. 

Issue 2 : Systemic Credit Card Operational Failures ( Account Ending { XXXX } ) Simultaneously, the Gemini Credit Card account has experienced systemic operational errors since XX/XX/year>, which remain unresolved : Compromised Sign-Up Bonus : The approved credit limit was reduced from { {$3000.00} } to { {$1000.00} }. This, combined with an initial card delay, made the { {$3000.00} } bonus spending requirement mathematically impossible. Additionally, stops me from pursuing items for a startup business I had hoped to have by now. 

Incorrect Rewards : The card is incorrectly failing to pay the advertised { 4 % } gas rewards, instead applying the standard { 1 % } rate. 


Section 3 : Damages and Requested Resolution The negligence demonstrated by Gemini has caused verifiable damages and undue personal burden : Direct Loss of Income : I was forced to take three full days off work last week ( Monday, Thursday, and Friday ) to chase a resolution, resulting in direct and measurable income loss. 

Professional/Security Harm : The lack of secure communication forced me to escalate publicly, leading directly to my being targeted by multiple scammers impersonating Gemini agents, which created significant risk and distress. My personal attempts have led to attacks by scammers, one of which was successful enough to compromise my XXXX account. This is now leading to skepticism on how safe my accounts actually are. 

Emotional Distress : The { XXXXXXXX XXXX  } holds high sentimental value, representing a personal milestone in my recovery journey. Its ongoing imprisonment due to Gemini 's negligence has caused profound emotional distress. 

Requested Resolution ( Demands ) : I demand that the CFPB compel Gemini to take the following actions immediately : Credit the { XXXXXXXX XXXX XXXX to my account immediately. 

Compensate my documented loss of income for the three days of work missed. 

Correct the Credit Card Account : Restore the { {$3000.00} } credit limit, retroactively apply the { 4 % } gas rewards, and extend the promotional period. 


Section XXXX : Contact Information Complainant Name XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation