Goldmoney.com Reviews 

My experiences with GM client services have always been a pleasure. Responses to my communications are always prompt, replies clear and concise, and follow-up actions correctly implemented. I especially want to give a 'shout out' to my Relationship Manager, Nikita Samant for excellent service!

A very professional organization. I liked the design of the web platform and the support offered is excellent, with good timely responses to all my queries, and a very timely and accommodating response to fix a beginner's error that I made. The charges may be higher than some platforms but the security of holding identified allocated gold bars makes it stand out.

First, a preface: if you want more accurate reviews, read SiteJabber (where Goldmoney sits around 1.5 stars) or Reddit threads. Trustpilot rated them around 2 stars until about a year ago, when—quite suddenly—a flood of 5-star reviews appeared.

I joined Goldmoney in 2011 after proper due diligence. At the time, it was a fair and transparent company owned by James Turk. For years I was genuinely happy with them—an honest custodian of my silver bullion at reasonable prices.

Silver collapsed after 2011 and stayed depressed for many years, which was painful, but that wasn’t Goldmoney’s fault.

Everything changed after James Turk sold the company in 2016 to Roy Sebag. Although the name and clientele stayed the same, the business model changed completely. The new entity became rapacious, deceptive, non-transparent, and predatory.

I first noticed this around 2017–2018 when I began selling small amounts to live on. Goldmoney started freezing my funds. Over the following years, my account was frozen four separate times, each time demanding additional documentation—despite the fact that I had already been fully vetted for years under the original Goldmoney.

No bank, broker, or financial institution has ever done this to me even once. Goldmoney did it repeatedly.

It became clear that my money was being used as leverage. Control had shifted to someone acting without good faith.

At the same time, charges rose: storage fees, selling fees, spreads. Had I not been deeply underwater on silver, I would have exited immediately. Instead, I was effectively trapped.

Even during Covid, they froze my account again, demanding a hard-to-obtain document. There was no legitimate KYC justification for freezing people’s money like this. Eventually the funds were released—but only after delay and stress.

They invoke “the law” selectively: sometimes presenting themselves as a hyper-compliant bank, other times as a fintech platform charging massive hidden spreads—whatever suits them.

The freezing of funds is only one part of the model. You discover what this company has become when you try to sell your metal.

When you sell, they now charge a 0.5% fee. Under James Turk, sales were executed at spot with no such fee.

But they also quote prices around 5% below spot.

On a USD 200,000 sale, that’s USD 10,000 gone instantly—plus the 0.5% fee. (And if your balance is held in a non-USD currency, they quietly apply a substantial FX spread as well; I only discovered this after converting, so keep funds in USD unless you want another hidden haircut.)

They stopped answering the phone years ago. If you’re lucky, someone calls you back days later and hides behind vague language: “We use our own Goldmoney price—it’s in the contract.”

That USD 10,000 difference is roughly USD 10,000 more than you would pay at BullionVault or under the old Goldmoney. It’s an enormous sum for nothing, protected only by small print you “agreed to” under duress.

But this still isn’t the worst part.

They do not lock in your selling price—except they do, but only in the direction that benefits them.

You receive a “provisional” rate with a two-day settlement window. If silver rises, you get nothing more. If silver falls, you get paid less.

It’s a one-way trade: heads they win, tails you lose.

They sell your silver immediately, so they carry no market risk. Yet they retain the right to pay you less if the price drops, while refusing to pay more if it rises. In volatile markets, this is enormously lucrative.

This is how they make their money: asymmetric rules buried in vague wording, relying on your exhaustion and lack of alternatives. If you object, your funds can simply be frozen again “for review.”

If you joined during the James Turk era, you are trapped by default. Many people eventually accept the loss just to get their money back.

Ironically, they still advertise that they “only charge 0.5% when you sell.”

In reality, it can easily be closer to 10%.

I was simply unlucky that a once-honest company was sold to this new entity.

If you haven’t joined yet, learn from my experience and stay well away. There is no reason to introduce this kind of risk and stress into your financial life when you’ve been warned.

And again: read SiteJabber, Reddit, and the one-star Trustpilot reviews. You’ll find many people describing experiences very similar to mine.

My wire transfer was put on hold until I could answer a few questions. First time in 20 years using Goldmoney but after finally speaking with Ankush Bal I understand the reason for the hold. Ms Bal was very courteous and we got everything straightened out so she could release the hold. Kind of hard to communicate when you are out of your home country. Maybe the contact hours could be lengthened for global customers.?? Overall, very professional!

Goldmoney is a Canadian company. I had an account with another Canadian company Bitgold before. Bitgold sold their business to Goldmoney. So I became a Goldmoney client. I found Goldmoney customer support is horrible. They do not have a published phone number to contact. Everything had to be through email. They did not give a clear notification that I must convert my Bitgold account to Goldmoney account or they will sell my gold positions. No phone calls and no post office letters. They only sent one email to tell my that I shall convert by April 15, 2025. I did not check the email in time, because I have a lot of junk emails. Goldmoney then sold all my gold position without my approval on April 15, 2025, I found it out after more than 6 month later when I tried to logged in to my personal account and discovered that my account was locked. And when I sent a email to them, they emailed me back saying that I had to provide them my passport and bank statement in order for them to disclose to me my account balance. Later I found out that they had sold my gold position more than 6 month ago without my approval. After I provided them the passport and bank statement, they just wired the money to my receiving bank without providing any preceed when they sold my gold position. Even till now, I still haven't receive any account statements. And I could not access to any account information.

Very happy with Goldmoney and their personnel. They have been clear, concise and delivered the goods. I'm not a big customer, but my holdings were there and safe, and easy to check on.
Thanks

I found feeling with GM to be difficult, stressful and very expensive.

I am of the generation that believes that talking to a person is much better than texting or emailing. However, Nakita at Goldmoney has proved to be the exception to my rule. Via the Goldmoney secure messaging she has resolved changing my details and explaining to me very clearly how to carry out transactions all done with a smile radiating from her "keyboard". Thank you.

I recently had occasion to deal with the Gold Money support team. My holding had been locked, due to my inactivity & I was unable to reactivate it, despite many very frustrating attempts to access online validation. Eventually Nikita helped me through the process, with boundless patience, kindness & expertise. I greatly appreciate the quality of her support.

Ankush promptly answered my questions and provided solid support to my requested actions. Top notch. Thank you.

Ankush was very helpful and polite.

Kudos to Ankush Bal (RM) and GM team
I was very pleasantly surprised this morning to discover that wired funds (proceeds from a sell order) had been deposited at my financial institution on the SAME DAY.
The transaction, start to finish -- completed in less than 14 hours!

I was able to obtain assistance by using the GoldMoney Chat Support to help update my banking information and initiate a successful sale of gold from my holding and withdrawal of funds in 2-3 days. The process is straight forward and the support is helpful.

Prompt, helpful and friendly replies which sorted out any issues quickly.

This company does not go into excessive inquiries. Everything runs smooth and with calm. You do not need to spend days per month or year getting your administration done.

The process for resetting a password was ineffective and time consuming.

Mr. Ankush Bal was very helpful with my verification process and answered my questions in a timely manner.

The team at Goldmoney were extremely responsive and helpful when communicating with me which made my customer experience easy and enjoyable. I will definitely be dealing with company in future for my precious metals needs.

Communication with Goldmoney has always been very efficient, clear and kind. Thanks.

Helping me with withdrawals although I was not active about 5 years on there account. Ankush Bal really answered my mail well and very fast. Thank you!!!