my personal account was solved with my right address updated thanks for that genome. but the business department still asks me again all about my company that I sent last week. so I need to fill the... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I have used the wallet for several months and I am very thankful for very prompt support in real time, truly fast SEPA instant modality and what is really cool - visa debit card with visa OCT option.... See more
Company replied
I am a citizen of Ukraine, and Genome with their team give me an opportunity to create European IBAN and use SEPA transaction around the world, despite all restrictions in my country. They are nearly... See more
Company replied
Affordable and no-frills banking experience. I like the service rates. Web UI of the online banking is clear and straightforward. The Android app also looks good.
Company replied
Company details
- Payment Service
- Card Processing Service
- Currency Exchange Service
- Financial Institution
- Money Transfer Service
- Non-Bank Financial Service
Written by the company
Genome is a licensed Electronic Money Institution regulated by the Bank of Lithuania since 2018. We provide online financial services for businesses, merchants, and individuals across Europe and globally. Our services include dedicated IBAN accounts, SEPA Credit and Instant transfers, SWIFT transfers for businesses, multi-currency accounts, currency exchange, and virtual and physical Visa debit cards. For merchants, Genome offers pay-by-bank payment acceptance through open banking, enabling fast, secure, and cost-efficient transactions without cards. Genome brings payments, accounts, and merchant services together into a single, regulated financial ecosystem designed for international operations and growth.
Contact info
Žalgirio g. 92-510, 09300, Vilnius, Lithuania
- +37052412667
- reviews@genome.eu
- genome.eu
3.6
Average
227 reviews
Replied to 74% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I had the worst experience ever when using one of these neobanks
Their procedures are ridiculous and laughable. After i closed my account with them which btw they claim it takes them 10 days to transfer any remaining funds out, during those 10 days i woke up and almost 600 euros were missing from my account and there was noone to explain me because they have no support during the weekends!!! It’s 2025 these guys run on online bank and they have no support during the weekends. Wtf???? Their support sucks, if you can find someone to help you of course. Avoid them, take your business somewhere else.
Of course they replied with a lousy excuse as expected.
Their “industry standards” are lousy and laughable. They have no clue what they are doing and your funds if kept with them are in danger
January 30, 2025
Unprompted review
Reply from Genome
Hello. Thank you for your feedback, and we’re sorry to hear about your negative experience. Our responsible department thoroughly reviewed your case, and all actions were based on the regulations and terms and conditions agreed upon when opening your account. We ensure our processes are transparent and adhere to industry standards. If you need further clarification or assistance, please don’t hesitate to reach out to us at support@genome.eu.
Best wishes, Genome team
Very disappointed.......
Very disappointed with the customer service and the business account opening procedure, I was under the impression. This is a very professional company from what I saw on their website, but I have been very much shocked after asking me to send them document of the document they never seem to have replied back once they receive everything waited five days plus to ring the customer service up and they have been no help at all. Keep telling me the back office will get back to me but no one ever does since then I have open the business account and put payment processing facilities for my company, but still waiting for this to be authorised. Absolute shambles no communication whatsoever the only thing that they didn’t ask me for was what colour of my boxer shorts part from that they asked me everything which I provided I’m starting to think there’s something not right with this company
January 16, 2025
Unprompted review
Reply from Genome
Hello. We’re sorry to hear about your negative experience. We want to clarify that our responsible department thoroughly reviewed your case, and all actions were based on our terms, conditions, and regulations, as Genome operates under strict policies and according to industry standards. If you need further assistance, please contact support@genome.eu.
Sincerely, Genome
Scam
Attention, after the transfer they suspend the account under the pretext of checking the wallet, it takes months or longer!!!!!
November 25, 2024
Unprompted review
Reply from Genome
Hello, Robert. We understand this situation may be unexpected, but please note that our responsible department thoroughly reviewed your case, and all actions taken were based on regulations and our terms and conditions. Our practices are transparent and fully comply with industry standards. If you have any further questions, we are here to assist support@genome.eu. Sincerely, Genome team
The most impudent bank I've ever had to deal with
I tried to open an account with this neobank recently.
They requested three months information about the funds in my existing bank account for confirmation. No other neobank (I have four accounts in other neobanks, including those with a similar Lithuanian license) was so brazen!
Naturally, I refused to provide such sensitive information and they, of course, refused to open an account for me, rejecting any dialogue on the matter.
After that, I requested them to delete my previously provided personal information in accordance with the GDPR. They refused to do so, arguing that they are obliged to store information about their clients for 8 years.
However, I never became their client!
The support service just also refused to engage in dialogue on this issue, stupidly repeating references to their rules.
November 19, 2024
Unprompted review
Reply from Genome
Hello, we are sorry to hear about your experience. Although, we want to clarify a few things. Please note that we take GDPR compliance seriously. Our responsible department thoroughly reviewed your case, and all actions taken were based on these guidelines. We want to assure you that Genome operates in accordance with strict regulations and fully comply with industry standards. We appreciate your understanding. Please feel free to contact our support team at support@genome.eu if you have any other questions.
Sincerely,
Genome Team
No clarity, no transparency, no deadlines
I have been using the service for more than a year and it was okay until one of my payments got to the extra check. I provided all the possible documents and that resulted in nothing. They said "You will get an answer within 48 hours" but you won't. No extra documents or info are requested, my messages simply ignore, support know nothing - nor deadlines, nor clear commutation, nor transparency in the process. Horrible service, do not use it - there are plenty of competitors in this market and this particular one has nothing to offer you.
November 6, 2024
Unprompted review
Reply from Genome
Hello. We apologize for the delay and appreciate your patience and feedback. This delay was due to a National Holiday. We're committed to improving our response times to serve you better. If there's anything further we can assist with, please don’t hesitate to reach out to our support team at support@genome.eu, and we’ll do our best to assist you.
Sincerely, Genome Team.
I wish I could read these reviews…
I wish I could read these reviews before I opened my bank account with them!
Who is staying behind this bank?
Probably some illegal casino owners, financial ombudsman in Lithuania will be informed about this bank believe me!
I ve been using this bank for a while, i did an online purchase which were obvious scam, i have all proof that service were not delivered and etc.
What Genome bank did?
They closed my bank account and said that I am wrong and some acquirer said I am wrong.
I lost 789€, insane!!! I am so mad that this is so easy to scam normal people and steal our money. I will not be leaving this, I will do everything to proof that I am right and I hope Genome will loose their license!
Markuss Krauze
October 14, 2024
Unprompted review
Reply from Genome
Dear Markuss Krauze,
Thank you for sharing your concerns. We want to assure you that we operate in accordance with strict regulations to ensure the security of our clients. Our responsible department thoroughly reviewed your case, and all actions taken were based on these guidelines. We appreciate your understanding. Please feel free to contact our support team at support@genome.eu if you have any other questions.
Sincerely,
Genome Team
Fraud
Blackmailers! We are suing this company for fraud. They take advantage of customers not reading the rules carefully and demand money for fake services. They will be held responsible.
August 7, 2024
Unprompted review
Reply from Genome
Good day, Taras,
Thank you for bringing your concerns to our attention. We would like to clarify that Genome strictly adheres to the terms and conditions you agreed to when opening your account. These terms clearly outline our pricing structure and your obligations.
We understand this situation may be unexpected, but please note that we have communicated with you about your account status and have taken appropriate actions in line with our agreements.
Our practices are transparent and fully comply with industry standards.
Should you have any further questions, we are here to assist support@genome.eu.
Sincerely,
Genome team
Genom is my WORST banking experience
Genom is my WORST banking experience. I registered to order a physical card, but they can't send it to Ukraine. I asked to delete my account, but they demanded a 5 EUR fee and required me to add a card to their app to pay it. I’ve been messaging support for days. Despite my requests to delete my account and data, they insist I must pay the fee first. It's a vicious cycle: I signed up for a service I can't use, got charged unclear fees, and can't close the account without adding another card.
July 17, 2024
Unprompted review
Reply from Genome
Dear Artem,
We apologize for any inconvenience you've experienced. However, we need to clarify a few points. Our Terms & Conditions, which you agreed to upon registration, stipulate a monthly fee. We provided options to top-up your account via card or SEPA transfer to cover this fee and not permanently add a card.
Please note that we take GDPR compliance seriously, and it requires us to retain certain data for up to 8 years. We aim to resolve this promptly and appreciate your understanding.
Best regards,
Genome team
Awful and worst digital bank ever
Awful and worst digital bank ever. They have limit of 1000 EUR in total transfers per year and you can accept transfers Oy from your personal bank accounts. As well to increase the limits, you should provide additional documents. I've provided my tax declaration for previous year, and they just blocked my account at all without explaining any reasons. Stay away from this weird shady e-money institution.
June 20, 2024
Unprompted review
Reply from Genome
Dear Mikhail,
We're sorry to hear about your experience. At Genome, we aim to provide efficient and secure financial services, which sometimes involves additional documentation.
We apologize for any inconvenience this process may have caused. The default limit of 1,000 EUR per year is set to streamline the initial onboarding process without requiring additional effort from our clients. If you wish to increase this limit, you can do so by completing a questionnaire about your employment status, source of funds, and other relevant details.
Regarding the restriction on transfers from personal accounts, this applies specifically to top-ups by card. Clients must use their own cards for these transactions to ensure security and mitigate risk. However, this restriction does not apply to bank transfers – you can receive funds from family, friends, or any legitimate source.
Regarding your account block, this can occur if the documents provided do not meet our standards or if there are discrepancies that need further investigation. We understand this can be frustrating, and for that, we truly apologize.
Please feel free to contact our customer support team directly at support@genome.eu. They will be able to assist you in resolving the issue.
Not a financial service provider but a scammer
Not a financial service provider, but rather a scammer. We are a non-EU based company. When opening a business account, we had clearly stated the goals and purpose of having a bank account to be able to make payments to EU and out.
A week after opening the account we suddenly got the notification that Genome will stop supporting non-SEPA payments. So all the purpose of our account is lost. Yet they were dishonest and did not warn about such changes, and now keep harassing to charge for opening the account, which has not been used since day 1 due to the fact that it became useless for outside-EU transactions.
May 20, 2023
Unprompted review
Reply from Genome
Dear Mesrop,
We are sorry to hear about your negative experience using Genome's services. The discontinuation of specific services was due to unexpected changes, and we couldn't foresee its impact post-onboarding, notifying you only after the fact.
Still, we hope that our other financial services will be of use to your company. If you have any questions, please feel free to contact us at support@genome.eu.
7 days for IBAN transfer without success
I made a transfer from Portugal to Lithuania to IBAN LT113110063326407401, this is account of this bank. 7 days after the money are still not transferred (at least this is what the receiver tells me).
April 29, 2024
Unprompted review
Reply from Genome
Hi, Eugene,
Thank you for your feedback, and we are sorry for the inconvenience. We can confirm that the funds you sent to the IBAN you mentioned have reached Genome.
We recommend that you contact the IBAN holder and ask for additional proof, such as their account statement.
Alternatively, you can send a SEPA cancellation request to the IBAN holder from your bank.
Reply from Genome
Dear Alexey,
Thank you for your positive feedback!
If you need any assistance, feel free to contact us at support@genome.eu.
Hej Genome
Hej Genome
Kundeservice hos jer Det er mere en 5 stjerne, så jeg giver jer rigtig god service
Hi Genome
Customer service with you It's more than a 5 star, so I give you really good service
April 9, 2024
Unprompted review
Reply from Genome
Dear client,
Thank you for your positive feedback! We're glad to hear that you're pleased with our customer service.
If you need any assistance, our team is always ready to help at support@genome.eu.
This company is processing this payment…
This company is processing this payment on behalf of another company, the problem is they have received this payment ages ago yet no sign of the money in my bank, when I tried to find out where my money was I was told I was a third party and they can't discuss it. That's OK but I've provided them with all the details of this transaction so can show who I am so security is not an issue.
I this day and age how can it be that a small transaction of £540 can take up to 5 days I mean you may as well start using a cheque book again, if this is technology then there's no hope.
I have contacted the company who have authorised this payment yet you hit another brick wall. If it takes this long to process a simple payment then we may as well give up now.
So as you can see I had a reply which was no use whatsoever I have already called my bank they have no idea about this payment, so as it says go to the person I was originally dealing with to be told they have processed it and now it's all down to said party Genome
March 15, 2024
Unprompted review
Reply from Genome
Dear Chris,
Thank you for the feedback. We're truly sorry to hear that things didn't go as smoothly as expected.
However, to resolve the issue, we advise that you contact the merchant directly. They are best equipped to assist you with addressing any concerns or difficulties you may have encountered.
We also kindly suggest you contact the bank where you expect to receive the funds and inquire about your payment.
Amazing experience so far with the app…
Amazing experience so far with the app immediate support assistance
March 15, 2024
Unprompted review
Reply from Genome
Dear Effim,
Thank you for your positive feedback! We're glad to hear that your experience with Genome has been satisfying.
If you need any assistance, feel free to contact us at support@genome.eu.
I sent my money to Genome and then any…
I sent my money to Genome and then any payment from Genome were frozen IBAN/Apple Pay, everything even $0.1.
Later, they were able to use 5 Euro as payment for credit card.
Support team didn't respond to me as it was a New Year period.
Later I reached to support one more time and they responded that there is some unknown restriction on my account not described anywhere.
Be ready that they will froze you account and use your money on their will.
Update 1
They are just joking. They responded to me that they routed my case to responsible department as I want to close my account and withdraw my money. It will take up to 10 working day.
What I did - I just sent few thousands euros to my account from my bank with my name to Genome. I have all documents, I paid all taxes inside of Ukraine. genome advertised that they legally work in Ukraine so they just can find all my info by Tax id in open databases but they couldn't.
For Example, Revolut never blocked my money. Even never asked me where I got them as they were send from my own card.
January 2, 2024
Unprompted review
Reply from Genome
Hello,
We appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you've experienced.
We acknowledge that our support agent communicated about the restriction and assured you the matter would be forwarded to the responsible department for further investigation. However, we regret any frustration caused by the update delay during the New Year period.
We want to clarify that, as part of our internal policies and in adherence to certain regulatory requirements, specific details about restrictions are not shared in real-time via chat. Instead, our responsible department informs clients directly about the nature of restrictions once a thorough investigation has been completed.
As you've expressed a desire to close your wallet, we want to assure you that we are in the process of facilitating this request. The closure process is underway, and you will be notified once it is completed.
We understand the importance of transparent communication and strive to improve our procedures to ensure a better experience for our users. If you have further questions or concerns, please contact us at support@genome.eu.
Great customer support, nice and clean app UX, fast transaction processing
Simple and clean UX, fast transaction processing, great customer service
December 7, 2023
Unprompted review
My request was fulfilled quickly and I…
My request was fulfilled quickly and I was informed about each step through its fulfilment.
December 6, 2023
Unprompted review
Useless company
Useless company. Everyone be aware when you open an account business or personal. They waste your time royally!!!!!!
They just waste your time with their nonsense questions and in the end just close your account.
Avoid at any cost. I normally don't like to write bad reviews but this was just waste of time and I hope these negative reviews can help others to avoid wasting their time on this useless company
November 10, 2023
Unprompted review
Reply from Genome
Hello,
We're sorry for the inconvenience you faced during the onboarding process. We understand the frustration caused by the extended KYC procedure and the following account closure.
Upon reviewing your case, we found the decision to discontinue your business account and close your personal wallet was based on risk and AML assessment, classifying it as outside our risk scope. We acknowledge the lengthy communication process leading to this decision and are actively working to streamline our procedures for a more efficient resolution in the future.
We value your feedback and apologize for any inconvenience caused. If you have additional details to share or need further assistance, don't hesitate to contact our customer support at support@genome.eu.
Thieves
I deposited 40 € thinking it would be nice to have a virtual debit card for safe Internet payments. When I came back to use it, there was 0 left due to "dormant account fees". They actually charge 10 € / month if you don't use it. STAY AWAY!
August 30, 2023
Unprompted review
Reply from Genome
Hello,
Thank you for sharing your feedback. We apologize for any inconvenience you experienced with the dormant account fees. We understand this may have come as a surprise, and we'd like to clarify the situation.
When you signed up for our services, you agreed to our terms and conditions, which include the dormant account fee after a period of inactivity. We strive to be transparent about our policies, and we're sorry if this was not made clearer during the sign-up process.
The dormant account fee is designed to help cover the costs of maintaining inactive accounts and encourage regular usage. We recommend reviewing our terms and conditions for a complete understanding of our fee structure.
We value your feedback and take it seriously. If there's anything we can do to assist you further, please don't hesitate to contact our customer support team at support@genome.eu.
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