Consumer complaint received 2024-06-13 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Winklevoss Exchange LLC
State: WA

Complaint narrative:
XX/XX/XXXX, I log in to check my account and get notified that my account has been frozen. 
- I open a ticket to resolve the issue- I get a response with steps to confirm my Identity, taking a picture of myself with my drivers license and holding a written ticket number on a piece of paper XX/XX/XXXX - Follow up is requested - Response is given that the team is working to resolve the issue- They request I upload the following information : Proof of Address ( POA ). The POA must display your name and current residential address and must be dated no more than ninety ( 90 ) days prior to todays date. A few examples of a POA are : full scan of a utility bill, cable bill, cell phone bill, or bank statement.

If you have been traveling, please : Explain the purpose and the duration of your trip.

Provide Proof of Travel : A copy of documentation such as airline/cruise tickets showing when you left your resident country and when you returned to your resident country. If you have not returned to your resident country, please indicate the anticipated date when you will return.

If you used a VPN, please : Explain the purpose for using the VPN and the website ( s ) you used the VPN to access.

- I respond confirming that I am traveling and seeking clarification on the following : Why do you need this information to unlock my account?

Can you give me a phone number I can call?

I've been traveling for several months, I got married, went on vacation, worked and now I'm visiting my wife 's family. Do you need all of that travel information to give me access to my money?

Am I not allowed to use VPNs for network privacy?

Is it possible to pay my credit card?

Is it possible to move funds as cash off the platform? 

XX/XX/XXXX- I send a follow up email XX/XX/XXXX - I send another follow up email restating the following questions : Why do you need so much information to unlock my account?

Can you give me a phone number I can call?

I travel a lot and am outside of the US most of the time, do you need all of that travel information to give me access to my money?

Am I not allowed to use VPNs for network privacy?

Can you allow me to move my funds off your platform and for me to pay off my credit card balance? 

XX/XX/XXXX - I send another follow up email to which they reply with the following : Thank you for letting us know. Please provide the below information so we may restore your account : Proof of Address ( POA ). The POA must display your name and current residential address and must be dated no more than ninety ( 90 ) days prior to todays date. A few examples of a POA are : full scan of a utility bill, cable bill, cell phone bill, or bank statement.

If you have been traveling, please : Explain the purpose and the duration of your trip.

Provide Proof of Travel : A copy of documentation such as airline/cruise tickets showing when you left your resident country and when you returned to your resident country. If you have not returned to your resident country, please indicate the anticipated date when you will return. 

XX/XX/XXXX- I upload the requested data - Email sent letting them know the data is uploaded XX/XX/XXXX - Email follow up sent XX/XX/XXXX - Email follow up is sent XX/XX/XXXX - A reply is sent letting me know the team is investigating my account issue- I reply asking with just 2 questions this time : Why is this taking so long?

And is there a number I can call to talk to you directly? 

XX/XX/XXXX- I send a follow up email XX/XX/XXXX- I send a follow up XX/XX/XXXX- I send another follow up and ask if I can make a credit card payment since that will be due on XX/XX/XXXX - I get the following response : In regards to your question about a phone call, according to our User Agreement https : //gemini.com/user-agreement/ # account-communication, all communication must be conducted over email. 

Also upon review your eticket and itinerary that you previously uploaded were uploaded in a file format that we do not recognize and so we were unable to review your documents. 

We kindly ask that you please provide your ticket and itinerary as a XXXX  or XXXX. 

We also ask that you please provide proof of address documentation that matches the address currently listed on your Gemini account. This document will need to be in the form of a bank statement or utility bill such as a power or water bill that clearly displays your full name and full residential address.

- My response I no longer have the ticket just the proof of purchase receipt that I uploaded. I recently changed my mailing address and provided a bank statement with that address. Do you need my residential address? What do I do in this situation? I just want my money.

For me the lack of responses to questions and communication with this process is the biggest issue.

Company response to consumer: Closed with explanation