US Regulatory Complains

• New York State Department of Financial Services -  If you are located in the State of New York and have a complaint, please first contact Gemini Support.  If you still have an unresolved complaint, you may also direct your complaint to the attention of: New York State Department of Financial Services, One State Street, New York, NY 10004-1511; +1 (800) 342-3736; consumers@dfs.ny.gov. Please visit  www.dfs.ny.gov   and use the New York State Department of Financial Services Consumer Complaint Portal  to file a complaint with DFS.

• For a full list of state regulators and their contact information, please see our User Agreement  here.

Correspondence
Please direct correspondence to:
Gemini Trust Company, LLC
600 Third Avenue, 2nd Floor
New York, NY 10016
lawenforcement@gemini.com

+1 (866) 240-5113

 

EU Regulatory Complaints (MiCA)

Gemini Intergalactic EU, Ltd., a private limited liability company incorporated and registered in Malta, with company registration number C110029, is duly authorised by the Malta Financial Services Authority as a Crypto-Asset Service Provider pursuant to Regulation 2023/1114 on Markets in Crypto-Assets (“MiCA”) as integrated in Malta by the Markets in Crypto Assets Act (Chapter 647, Laws of Malta). Gemini Intergalactic EU, Ltd is authorised to provide the following services: (i) providing custody and administration of crypto-assets on behalf of clients (ii) exchange of crypto-assets for funds; (iii) exchange of crypto-assets for other crypto-assets; (iv) execution of orders for crypto-assets on behalf of clients; (v) placing of crypto-assets; (vi) reception and transmission of orders for crypto-assets on behalf of clients; and (vii) providing transfer services for crypto-assets on behalf of clients (together referred to as “Crypto-Asset Services”). Any other services provided are not Gemini Intergalactic EU, Ltd regulated services.

At Gemini, we are committed to resolving complaints quickly, fairly, and efficiently. 

 

Complaints Admissibility

A customer, or a person authorised by the complainant or by law, may make a complaint relating to the provision of one or more Crypto-Aseet Services.

 

How to Make a Complaint

If you are located in the European Union and wish to submit a complaint in respect to your spot account or custody, you may do so free of charge via the Company's dedicated form either on the website here or through the app.

 

Website

Complaints can be submitted using the ‘Submit a Complaint’ option located at the bottom of the website.

You may use the template for the filling of complaints form in this submission, if you wish to do so.

App

Complaints can be submitted via the ‘Submit a Complaint’ option, which can be found in the Support Center > Contact Us section of the app.

Required Information

When filing a complaint, you may use the Complaints Form here. 

To help us handle your complaint efficiently, please include:

• Your full name and contact details
• A detailed description of the issue
• Relevant documents or screenshots (if any)
• The date the issue occurred

If you're submitting a complaint on someone else’s behalf (including a deceased person), please provide legal proof of authorisation.

 

Acknowledgement & Timeline

• We will confirm receipt of your complaint and confirm admissibility of your complaint within 1 business day, if we receive the complaint via our complaints form.
• You will receive a full response within 15 business days.
• If a delay is unavoidable, we will notify you and provide a final response no later than 2 months from the date we received your complaint.

 

External Escalation

If you are not satisfied with our response, you may escalate your complaint to the Office of the Arbiter for Financial Services:

Office of the Arbiter for Financial Services
N/S in Regional Road,
Msida MSD 1920, Malta
http://financialarbiter.org.mt
Tel: +356 2124 9245
Freephone (local): 8007 2366

This escalation is free of charge.

 

Additional Information

Gemini Intergalactic EU Ltd. is authorised by the Malta Financial Services Authority (MFSA) and complies with all applicable requirements under MiCA and Maltese regulations.

 

UK Regulatory Complaints 

• For more information on the UK complaints process see the Gemini Payments UK User Agreement  here.

• UK User Complaint Process:

Gemini Payments UK, Ltd and Gemini Intergalactic UK, Ltd are affiliates of Gemini Trust Company, LLC and wholly owned subsidiaries of Gemini Space Station, LLC. Gemini Payments UK, Ltd is authorised and regulated by the Financial Conduct Authority, under Firm Reference Number: 900988. Gemini Intergalactic UK, Ltd is registered with the Financial Conduct Authority, under Firm Reference Number: 921817.

This means that should you be unhappy with how your complaint has been handled, you may be able to refer your complaint to the Financial Ombudsman Service.

If we haven’t been able to resolve your complaint within eight weeks, or you’re not satisfied with the outcome that you have received, you can refer your complaint directly to the Financial Ombudsman Service. Please note - If you receive a final response email from us and you want to contact the Financial Ombudsman Service, you’ll need to do this within 6 months of receiving our email.

• You can contact the service by writing to:

The Financial Ombudsman Service

Exchange Tower

London E14 9SR

• You can also phone them on 0800 023 4 567 or 0300 123 9 123
  Or visit the Financial Ombudsman Service Website here 

Please note that services offered through Gemini Intergalactic UK, Ltd. are not handled by the Financial Ombudsman Service. If you’d like more information regarding this, please refer to our T&Cs or ask our customer support team for more information.