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.
Great service !
Great service !
Customer care is very helpful they replied to all my inquiries fast . Thanks
August 30, 2022
Unprompted review
Great customer service
My customer service query was dealt with swiftly, effectively and professionally, the account works well, highly recommended
August 25, 2022
Unprompted review
Very unkind and unprofessional service
Very unkind and unprofessional service. They are totally unfit to verify a document.
August 19, 2022
Unprompted review
Reply from Genome
Dear client,
We are sorry to hear about your negative experience. Please be informed that the identification process must be performed by providing an original photo of the document in real-time. Unfortunately, any other type of document photo can not be accepted in our system.
If you have any questions regarding the verification process at Genome, please feel free to contact us at support@genome.eu.
It is customer unfriendly
THEY WILL NEVER UNDERSTAND!!..You can see from below that How their policies can be discriminating and alineating as they said below 'they dont accept turkish passort as identification document' why so????,if you dont accept it that means you have discriminating policy,so simple it is!!!..Many other financial instutions has used initiations to open accounts for Ukrainees and other nationalities with visa papers FOR THEIR customerS.They had such practical,efficent policies, but you still insist on requirement of resident permit unlike others, that is why your services are unfriendly, indeaquate and alineating, worst of of all you are not aware for it!!! there is no reason why you must have such terms conditions nor rules!!!!, stay away from them and save your life!!!We can already open so many accounts in Europe with other documents except for residence permit!!! your policy becomes useless and senseless already!!!! SO DONT USE THEIR SERVICES, YOU CAN FIND BETTER ONES IN EUROPE MUCH MORE SENSIBLE AND FRIENDLY FOR THE CUSTOMERS!!!
August 4, 2022
Unprompted review
Reply from Genome
Dear Ismail,
Thank you for your feedback, and we are sorry to hear that your experience with Genome was not pleasant. Sometimes our identification system may reject the document according to our internal policy. Turkish passport, unfortunately, can't be accepted as an identification document. However, as you were informed previously, you can open a wallet with an ID card, passport, or residence permit, issued in one of the EU countries. The list of supported countries is available here: https://support.genome.eu/hc/en-us/articles/360004189400-What-countries-are-supported-
If you would like to find out more about our services, you can always contact us, and we will gladly answer your questions.
WARNING for genome account
WARNING! Don´t open an account at genome. Such a bad experience! NEVER AGAIN!
Since days I cannot transfer my money to an ather of my accounts (whre I have credit cards). I am traveling around Asia but now I don´t get my money because genome is "verifying of origin of funds" - what ever that means. There is small money on account, but they don´t let me since days! remove my money.
They are the boss of your own money, not you! I can suggest everybody not to use this terrible genome.
July 12, 2022
Unprompted review
This virtual wallet is a joke
This virtual wallet is a joke. Stay away from them. You can't receive payments, you can't top up. No one answers at costumer service.
July 6, 2022
Unprompted review
Reply from Genome
Dear Pierre,
Thank you for your feedback. We're terribly sorry for the inconvenience caused by this issue.
Regarding receiving your payment, we found out the status of transactions and made a detailed explanation of them in internal Genome's support system. Please, check it and feel free to ask for any additional information.
As for the top-ups, we would like to inform you that the Genome wallet top-up by card is temporarily unavailable due to technical reasons. Once the problem is solved, we will notify you separately.
Currently, you can top up your Genome account via SEPA transfers. You can find more information on where to find the account details for SEPA transfer here: https://support.genome.eu/hc/en-us/articles/4412745249298-Where-to-find-Genome-account-details.
We hope we will meet your expectations in the future. And, one more time, thank you for your request. It helps to prioritize what to implement next in Genome.
Best regards,
Genome Customer Support team
Very quickly helped to resolve issues
Very quickly helped to resolve issues. I recommend !!
June 21, 2022
Unprompted review
I was really impressed with fast and…
I was really impressed with fast and efficient service since I signed up. Great usability and customer approach. I’m hoping to completely switch to Genome once more features are added and close my account in a regular bank.
May 15, 2022
Unprompted review
GENOME SCAMMERS
I used this online banking only for 2 weeks,
then my money just did NOT show up from paypal.
After that I was asked to provide all transactions for last 3 months with my customers names, dates and volume of transfers.
As I refused to do so my 196.97 euros are gone.
And now even my paypal is blocked.
They told me they have sent the money back 1 month ago...but they NEVER did! THEY JUST TOOK IT FROM ME!
Be aware of my experience and do NOT loose your time and money to these legal scammers!
May 10, 2022
Unprompted review
Reply from Genome
Dear Janis,
Thank you for your feedback!
We are so sorry to hear about your unfortunate experience using the Genome services. As we have already mentioned to you personally, the transfer was returned to PayPal account on 2022-03-14. Our team has also already sent you a confirmation on the transfer execution. For more information, we suggest contacting PayPal.
Once again, we apologize for the inconvenience!
Genome Team
Blocked my account after i send 2 euro…
Blocked my account after i send 2 euro via bank transfer and buy one virtual card
April 26, 2022
Unprompted review
Reply from Genome
Dear Alexandru,
Thank you for your feedback!
We are so sorry to hear about your unfortunate experience using the Genome services. Please be informed that we are obliged to strictly follow our internal policies and make the decisions according to them if any suspicious activities occur. If you have any other questions regarding our decision, you can always contact us at support@genome.eu for more information.
Once again, we apologize for the inconvenience!
Genome Team
These guys are a waste of time
These guys are a waste of time. In general, don't waster your time with any Lithuanian financial entity. They are not regulated as banks and more of payment providers, which do not provide any financial guarantee for your money. Read all the negative reviews here. The positive reviews are friends and employees. Stick with a proper regulated bank which offers just as low fees but a better service¡
April 15, 2022
Unprompted review
Reply from Genome
Dear Customer,
Thank you for your feedback! We are really sorry for the inconvenience caused by this situation.
As we are an electronic money institution regulated and supervised by the Central Bank of Lithuania, we strictly follow the requirements of the Law on Electronic Money and Electronic Money Institutions of the Republic of Lithuania regarding safeguarding requirements for funds received from electronic money holders (art. 25). I.e., we protect funds of our clients deposited in a separate account in a credit institution, notifying the credit institution clearly that the ownership rights of funds belong to our clients. Our personal funds and our clients' funds are always separated into different accounts.
What is more, we can open the business account if a business is registered in one of permitted country (https://genome.eu/legal-regulations/#list-of-permitted-countries-for-the-legal-and-natural-clients) and its activity is not on the prohibited activities list: https://genome.eu/legal-regulations/#list-of-prohibited-activities
Genome Customer Support team
I used Payoneer before Genome
I used Payoneer before Genome, but the payments didn't go through when I was in a hurry, and support could't help me with the issue, so I had to find a service to receive payments urgently. I found Genome and set up an account to receive my transfer.
I've been using Genome for some time now, and so far it's been quite reliable in every way. From the get go the app has proven to be easy to use and has never let me down.
The only thing I can think of that I don't like is that receiving more than 1000 euros requires one more verification, which is inconvenient.
April 8, 2022
Unprompted review
I ordered Genome card not a while ago
I ordered Genome card not a while ago, and I have zero regrets so far. The design of it is just fascinating, as you can choose not to have any card details printed on it. Personally I think it is extremely safe, never seen such an option somewhere else :)
March 4, 2022
Unprompted review
The secret police of bank transfers.
The secret police of bank transfers.
Genome is asking more information about my salary's wire transfer, like receipts and whatnot.
Who they think they are to ask for receipt of one's salary???
This was my first and last transfer with this company.
THEY'RE TRASH.
##### UPDATE AFTER REPLY #####
The same canned message to everyone Uh?
Banks normally don't ask for receipts of salary.
You'll go out of business soon if you continue acting like this.
March 3, 2022
Unprompted review
Reply from Genome
Dear Customer,
Thank you for your feedback! We are really sorry for the inconvenience caused by this situation.
As a regulated electronic money institution, we are obliged under the applicable laws and regulations, including AML / CFT requirements, to carry out the due diligence and continuous ongoing monitoring procedures of all the transactions going through our system.
Transactions may be subject to additional checks and procedures carried out by us, including without limitation a requirement to provide us with the supporting documents for the transaction confirming its economic background and benefits gained by the parties to the transaction.
If you have more questions related to your case, we would like to kindly ask you to contact us at support@genome.eu to clarify this case and resolve it for you.
Genome Customer Support team
If you open an account with them
If you open an account with them . They will ask you to make a deposit . If you transfer your money to them they will block your account /funds immediately. And ask to wait 30 days. I read alot of reviews of people who exeperience the same issue with them.
February 21, 2022
Unprompted review
Reply from Genome
Dear Customer,
Thank you for your feedback! We are really sorry for the inconvenience caused by this situation. However, according to your description, we cannot identify you and review this case. Therefore, we kindly ask you to contact us at support@genome.eu to clarify this case and resolve it.
Once again, we are really sorry for the inconvenience!
Best regards,
Genome team
Cannot login for months, and they sent back my money without my consent
I couldn't login for months because they couldn't send me the SMS code to login. I recently received money, for the first time, they asked me documents for the transfer, which I sent, they kept the money for 4 days and today they said they'll send it back to the sender, without my consent. You'll just waste your time and your money with them, avoid Genome bank.
February 21, 2022
Unprompted review
Reply from Genome
Dear Customer,
Thank you for sharing your experience!
We would like to sincerely apologize for the inconvenience caused by the previous case related to the login to your wallet. However, the issue has been resolved already. We will try to avoid such long terms for fixing the problem in the future. As for your current situation related to the incoming transfer, please note that we have the right to temporarily stop the transfer and ask for some additional information regarding it. If the information is not sufficient or reveals the details that do not meet the requirements of our internal policy, we can carry out the decision to reject the transfer and refund it back to the sender’s account.
We understand the situation and the inconvenience caused by it.
Best regards,
Genome team
quite good for some reasons
I’m using Genome mostly for my purchases in foreign currencies. Definitely a much better experience than opening different currency accounts in regular banks. I can move funds in these currencies whenever I need and they are available within a few minutes.
February 9, 2022
Unprompted review
Very fast response from customer support
February 8, 2022
Unprompted review
Amazing features and service
Amazing features and service. Dedicated and understanding customer support. They’re really trying to fix your issues and provide possible solutions and do not offer scaling up or other paid services.
November 29, 2021
Unprompted review
Genome makes my trips so much better in…
Genome makes my trips so much better in terms of finances. I do not need accounts in different banks or several bank cards to do withdrawals in multiple cash withdrawals. I use Genome Visa card.
November 29, 2021
Unprompted review
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