Background
I've been a Gemini user for many years but never used it much until recently. I knew it to be the "Winklevoss exchange" and not much more (which I disliked). It has been around for a while and didn't have a terrible reputation, which is I guess a good thing in crypto? (you know, the bar is low).
I eventually landed back into my old Gemini account and proceeded to buy some BTC and transfer to my cold wallet. Everything was fine for a few days, despite the usual weirdness around UI bugs and terribly confusing error messages, it mostly worked and I was able to buy and withdrawal my coins with no problem.
The nightmare begins
Then, out of the blue one day, I get "security hold, please contact "supp0rt at gemini.com". Nothing else. No information as to why. Also seemingly completely random or for no clear reason. I was accessing from the same computer that I always use, from the same location, using 2FA as usual, nothing out of the ordinary.
Doing a Reddit search for that messaage, I found a lot other frustrated users with the same issue, so I knew I was not alone and was up for some frustration ahead of me.
If this happens to you, here's a breakdown of what they will make you do:
First email: Submit a photo of yourself with the following:
1. A view of your full face
2. Your ID that was used to register with Gemini, clear and legible
3. A handwritten note that states the current date and says “\[TICKET NUMBER\]” underneath
If you don't take a very high resolution photo including all of the above in a very crisp and readable image, it will be rejected and you'll need to upload again. Been there, done that.
Fast forward 3 days later, the second email from "supp0rt". No, we're not quite done yet. Now you have to answer the questionnaire below:
1. How did you find out about Gemini?
2. Has anyone instructed you to open this Gemini account or has any one requested payment through Gemini? (some parts redacted for brevity)
3. Have you shared your account credentials with anyone?
4. Why did you open a Gemini account?
5. How did you discover the wallet address (that you're trying to withdrawal to)?
6. Are you the owner of the wallet address? If you are not the owner, what is your purpose in withdrawing to the wallet address?
7. Did someone direct you to withdraw to this wallet address?
8. Do you have any other relevant information on this wallet address?
After you answer the 8 questions above with as much detail as possible, one day later, and I got the 3rd and final email with yet another request from "supp0rt":
1. Provide confirmation of the actual wallet address to which you'll be withdrawing
2. Confirmation of the platform that hosts the wallet / issues the wallet address
3. Documentation of wallet ownership (e.g. a screenshot of the wallet dashboard)
I proceed reluctantly to provide this new set of answers, again completely out of the blue and unwarranted. Finally, another day of wait and my account is unlocked. I proceed to withdrawal my funds and vow to never use Gemini ever again.
Take away
I found this entire process to completely abusive and malicious. Gemini is probably trying to hold users funds for as long as possible maybe because they have solvency/liquidity problems. Additionally, they are using this as an excuse to fish information from users as to why and how they are using Gemini and where funds are being sent to. This is an absurd lack of respect and lack of professionalism from Gemini, completely unacceptable.
I will not be using this service again and recommend you do the same and stay away from it. Who knows when they will decide to lock your account again for whatever reason and then come up with yet another set of questions as an excuse to hold your funds hostage.
*Stay away from Gemini* - You've been warned.
