Gemini Review 2025

Gemini is a well-known cryptocurrency exchange founded by the Winklevoss twins in 2014. Marketed as a regulated and secure platform for trading digital assets, Gemini has built a reputation for compliance and security while offering a range of services, including spot trading, staking, and its now-defunct Earn program. However, despite its strong branding and regulatory standing, customer feedback paints a mixed picture. While some users have had a smooth experience, a significant number of complaints raise concerns about the platform’s reliability, customer service, and access to funds.

Product: Gemini

Website: https://www.gemini.com/

Main features: Trading & Investing in approx’ 80 cryptocurrencies (March 2025)

Best for: Beginners in cryptocurrencies who want strong regulatory compliance and security.

Cost: Fees are typically higher that competing providers.​

Overall rating: 7.7/10

This review provides an in-depth analysis of Gemini based on customer feedback, highlighting both positive and negative aspects to help potential users make an informed decision.

Positive Aspects of Gemini

Regulatory Compliance and Security

One of Gemini’s most attractive features is its regulatory compliance. The company is a licensed custodian and adheres to strict security measures to protect users’ funds and data. Currently, March 2025, Gemini is available in all 50 states in the US. This compliance provides a sense of trust for investors who value regulatory oversight in the often murky world of cryptocurrency exchanges.

Earn Program Reimbursements

Despite the controversies surrounding Gemini’s Earn program, one positive aspect is that users reportedly received full reimbursements following the program’s collapse due to third-party failures. This is a rare occurrence in the crypto industry, where users often bear the brunt of failed programs.

Availability of Email Support

While customer service overall has received strong criticism (which we will discuss later), some users appreciate that Gemini at least offers email support, unlike competitors such as Coinbase, which reportedly lacks this feature.

No Issues for Some Users

Not every Gemini customer has faced difficulties. Some users report seamless transactions, suggesting that those who pass KYC verification and follow compliance requirements experience fewer problems. However, it remains unclear what differentiates these smooth experiences from those that result in locked accounts or frozen funds.

Negative Aspects of Gemini

Poor Customer Service

The most frequently cited issue with Gemini is its slow and unresponsive customer service. Numerous users report waiting weeks or even months to receive a reply to their support tickets. Many complaints indicate that even when responses are received, they are generic and unhelpful, failing to resolve users’ concerns.

Competing exchanges such as Kraken and Binance also handle large volumes of support requests, yet they tend to resolve customer issues in a much shorter timeframe. This suggests that Gemini’s support inefficiencies stem from internal operational problems rather than external demand.

Frozen and Inaccessible Funds

Many users have encountered issues accessing their cryptocurrency. Complaints include funds being frozen without explanation, long verification delays, and withdrawal restrictions. Some customers state that they have been locked out of their accounts for extended periods, unable to retrieve their assets.

One user reported that Gemini required them to verify their bank account by sending a small deposit, but even after completing this step, they were still unable to withdraw funds. Others have alleged that their USDT or NFT-related gains are locked indefinitely without a clear resolution path.

Account Verification Delays

A significant number of complaints center around account verification issues. Users report that after submitting identity documents, they experience excessive delays before gaining access to their accounts or before being allowed to withdraw funds. This has led to frustration among customers who expected a smoother onboarding process.

Poor Better Business Bureau (BBB) Rating

As of the latest reports, Gemini holds an ‘F’ rating from the Better Business Bureau (BBB), indicating a pattern of unresolved complaints and dissatisfaction among users. The BBB has even issued an active warning about Gemini due to the large number of complaints regarding account management and customer service.

While some argue that BBB ratings are not definitive indicators of a company’s trustworthiness (as they operate similarly to platforms like Yelp or Google Reviews), the sheer volume of complaints suggests systemic issues with Gemini’s operations.

Comparisons to Other Exchanges

Many users have compared Gemini unfavorably to competitors such as Coinbase, Kraken, and Binance. While no exchange is perfect, most other major platforms appear to handle customer service and fund accessibility more efficiently. Some users note that Coinbase, despite its flaws, processes account approvals in just a day, while Gemini customers are left waiting indefinitely for verification.

Concerns About the Exchange’s Viability

Following the collapse of FTX and broader market concerns about exchange solvency, some users have questioned whether Gemini remains a viable and trustworthy platform. The slow resolution of customer issues, coupled with the Earn program fiasco, has eroded confidence in the company’s ability to operate effectively in the long run.

Accusations of Fraud and Deception

A small but vocal segment of users outright accuses Gemini of fraudulent practices. They claim that the platform deliberately withholds funds and misleads customers about processing times. One user went as far as to call Gemini a “fraudulent company” that is “poorly run.” While these are strong allegations, they reflect real frustrations from customers who feel wronged by the exchange.

Lack of Process Improvement

Despite the high volume of complaints about slow customer support, verification delays, and frozen funds, Gemini does not appear to have made significant improvements in its internal processes. If a company receives repeated complaints about the same issues, it would be expected to streamline its operations to prevent ongoing dissatisfaction. However, Gemini does not seem to have taken such steps, leaving users frustrated with the ongoing inefficiencies.

Final Verdict: Should You Use Gemini?

Who Might Find Gemini Suitable?

• Users Who Prioritize Security & Regulation: If regulatory oversight and compliance are your top priorities, Gemini is still one of the more heavily regulated exchanges available.
• Users Who Have Had No Past Issues: If you have already been using Gemini without encountering problems, it may continue to work well for you.
• Those Who Prefer Email Support: While customer service is slow, some users prefer having an email-based contact option rather than relying solely on chatbot or phone support.

Who Should Avoid Gemini?

• Users Who Need Quick Access to Funds: If you require fast withdrawals or access to your assets, Gemini’s track record of freezing accounts and delaying verifications is a significant red flag.
• Anyone Who Values Reliable Customer Service: If you want responsive and helpful support, other exchanges such as Kraken or Binance may be better alternatives.
• Traders Who Want a Hassle-Free Experience: The numerous reports of frozen accounts, locked funds, and verification delays suggest that using Gemini carries unnecessary risks compared to its competitors.

Conclusion

Gemini’s reputation has taken a significant hit due to persistent customer complaints about locked funds, slow customer service, and lengthy verification processes. While it still offers strong regulatory compliance and security, these benefits may not outweigh the operational frustrations experienced by many users. Unless Gemini takes meaningful steps to improve its customer support and account management processes, users may be better off considering alternative exchanges that provide a more seamless experience.