Genome Reviews 227

That's a great app for users from Ukraine!

READ and you will NOT open an account with them.

Their support is most horrible ever. They dont allow to send money from your own company (salary/loan) to your private account. How crazy is that.

look for your self:

I just opened a account with you.
Did a test payment by sending money from MY company account to my private account. And then I get this error:

Dear xxxxx,

We are writing in regard to the transactional activity on your personal account.

Please be informed that in accordance with our Terms and Conditions (Clauses 12 and 20), and our internal Risk and AML Policies we have rejected below indicated payment(s):

An incoming payment of 97,01 EUR from CEX.IO EU VASP UAB dated 2025.09.10

Please note that receiving payments to your personal account on behalf of other people or entities is strictly prohibited and you should use your account only for your personal needs.

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So I asked:

Whats the reason of the reject? It's not clear. Cannot send money from my own company to my personal account?

Everything is written in the email you have received, unfortunately we are unable to provide you any more information.

Do you have any other questions at the moment?

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can you be more clear pls?

it says PLEASE NOTE

It does not say : The reason why the payment is rejected is xxxx

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Please note that receiving payments to your personal account on behalf of other people or entities is strictly prohibited and you should use your account only for your personal needs.

Do you have any other questions at the moment?

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it is for personal need, it is MY own company paying me.
There is not bank in the world saying tahts not ;possible, how else do I pay my own salary
Are you a robot?

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Understood, there is nothing we can do. Payment has already been rejected.
You can try to to make transaction once again.
Do you have any other questions at the moment?

the best app in my opinion

Great app! Enjoy using it all the time for purchases and transfers, and the card looks nice too

They blocked and took my money without any reasons and lied about sending fake emails which never happened, and by reading the others feedback they do this to everyone, and someone call from his bedroom

One of the best neobanks I ever used! The one supports Ukrainian private entrepreneurs. The main drawback is lack of support of UK's Faster Payments.

Edit from Feb, 2026. I'm tired of idiotic questions and constant payment delays. Will close my account here and use any other fintech that doesn't ask stupid questions about random payments.

This is by far the worst financial service I have ever used.
Genome treats its clients like criminals. Even for a €10 transfer, they demand endless confirmations, card photos, and pointless documentation.

I have accounts in several countries, and nowhere else have I been treated with such mistrust and disrespect. Their support once even asked me: “Why are you using someone else's name in the email?” — as if they had no idea about online privacy and basic security concerns. Completely absurd.

I ended up withdrawing my small remaining balance just to close the account. The whole experience was frustrating, exhausting, and a complete waste of time.

If you value your privacy, your time, and your nerves — avoid Genome at all costs.

I registered with Genome recently and immediately faced serious problems. On August 19, 2025, my friend sent me a SEPA transfer of €5,700. Instead of crediting it within 1–3 days as promised, Genome froze the transfer and started a prolonged review process.

I have already provided all requested documents, including the bank transfer confirmation and a signed declaration from the sender confirming that this is a personal transfer (not business-related). However, since then I have only received generic replies from support, with no clear answer whether the money will be credited to my account or returned to the sender.

It feels like the bank is just stalling, as support keeps emphasizing that they “have 3 days to reply” — but after these 3 days they can always ask for more documents and drag the case even further. There is no respect for clients or their interests.

I have already submitted a complaint to the Bank of Lithuania. Let’s see how this situation is resolved, but at the moment it looks like money fraud.

Who will take responsibility for the problems caused by this delay?

All transactions went smoothly with no issues. The process was straightforward and efficient, and I had a very positive experience overall

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 the only ones who can open bank account for new clients from Ukraine. This is great experience! I recommend them.

Clients from Ukraine can officially register and work with this service. No dancing with a tambourine is required. Everything works.

Generally smooth experience. Intuitive platform with clear interface

Adding a new comment to the comment, I posted yesterday. Here is the thing to think about once you decide to go in cooperation with Genome.
After my comment, Genome asked my ID information through Trustpilot. I thought it is a good chance to clarify the entire situation and provided to Trustpilot all my ID, which they sent to Genome.

Guess what happened next! Trupilot informed me that Genome "has flagged my review for containing defamatory content." Thanks to Trustpilot and their approach, Trustpilot has "assessed the content flagged by the business, and determined that it’s not defamatory. Therefore, we’ve put your review back online."

Ahahahha, didn't work from the first time. So, Genome than posted the reply to my first review and said: "Compliance with AML regulations is a legal obligation for us and all regulated institutions. In your case, our team requested standard documentation. However, due to multiple discrepancies and failure to verify the information provided, you withdrew your remaining balance and requested account closure yourself.
Regarding the card, the re-delivery fee applies when the first attempt fails due to an incorrect address, for example. This is clearly outlined in our terms and ensures secure, trackable delivery.
Should you wish to discuss the matter further, you’re welcome to contact us at support..."

Answering to Genome once again:
1. My turnover was less than 10k eur for around 9 months
2. I gave you my documents which confirm my income for last 13 years.
3. I gave you all screens and descriptions of the money flow.
4. I gave you the details of my ATM withdrawals for the last 13 years, so you could see that I could save this money.
5. Eventually, you have closed my account without any clear answer.
6. And just now, when your attempt to blame me in lies didn’t work, you posted your answer with something which is little more specific that general.
7. About the card. Genome, are you serious? You took the fee and sent the card with random post service and without any waybill number. How can I check that the card was sent at all? Why don't you use a normal post service and providing the waybill number? And now you are blaming me that I gave the wrong address. Nice! As I said, Genome is an account for 1-2 operations. No service is there.

I am currently abroad, and although Genome has received and debited my transfers and payments, it refuses to process them further. Customer support is non-existent, and a bot keeps repeating the same useless and unhelpful responses. I urgently need access to my money, but this terrible company is completely useless and wastes even more time by flooding me with meaningless messages. I strongly warn everyone against using this company.

Throughout my long professional career, I have never written a review. But this time, I simply couldn’t stay silent.

The level of unprofessionalism and bureaucratic absurdity I experienced with your organization is unlike anything I’ve encountered in years. You may automate your processes all you want, but at the end you are dealing with real people — not robots. And the services you offer are meant to serve people.

I attempted to open a **personal account** with your platform. To test it, I deposited **€300**, and soon after I urgently needed to transfer **€200 to my wife**. I was bombarded with promotional emails about your “fast payments,” so I assumed this wouldn’t be an issue.

Instead, the transfer was **held for two days**, and I was asked to **explain to AML why I was sending €200 to my own wife**. Not €200,000 — just €200.

But it got worse. I later attempted to send **€50 to a friend** and **€43 to another one of my own accounts**. Three business days later — plus two weekend days — these payments are **still pending**. I was asked to prove **which country I am currently in**, and to **submit a statement confirming that the second account is mine**. For **€43**?

Is this what you call **“efficient service”**? To me, it feels more like **stealing time and energy** from your clients over the smallest transactions.

I am a **financial professional with over 30 years of experience** in banking and fintech. I have personally launched and licensed multiple banks and fintech institutions — and yet, you managed to surprise me. Unfortunately, not in a good way.

What disappoints me most is that I chose your service specifically because of your **Ukrainian roots**. As someone who refuses to work with institutions tied to hostile countries during wartime, I hoped to find a transparent, user-friendly platform that supports Ukrainians. What I found instead was the **most dysfunctional financial institution I have ever encountered**.

Wishing you a good day, Vadym, Ukraine

It happened in November last year, a payment was received on my account Genome. After that, my account was subject to a security check. I received a letter that the check usually lasts 30 days. Now 5 months have passed, no developments, they answer with the same messages "we are very sorry, we are trying to quickly complete the check". This is already ridiculous, soon it will be half a year since you played with my money. I do not advise trusting this neobank with your money, rest assured that their usage policy is made in such a way that you have no rights.

Update:
Your team does not solve the issue quickly, it responds with standard programmed answers. The verification should have been completed in 30 days, it has been going on for half a year without any news, you just hold funds for no reason, and let people know about it. And nothing can be done, since your terms of use are built in such a way that you can hold other people's money for as long as you want!

A large sum of money was stolen from my account. I informed Genome of it and of the people that did this, and that based on their "terms and conditions," they are obligated to send me the money back. After initial email in which I informed them of this unauthorized transaction, they said they will look into it and then stopped properly responding to my emails, and have overall been very secretive a bout the process and telling me they can't disclose any information about my case. Making it look like they are not even looking into it.
If you want a bank which you can't trust to keep your funds safe, one that ignores you when you need help from support, and doesn't follow their terms and conditions, then this is the bank for you.

Reply to Genome:
Below you can see that Genome has terms and conditions that apply to non-clients and make Genome liable for their client's prohibited activities. I would like to know which relevant authorities Genome claims to have contacted because I was not informed of this so I don't have any contacts other than Genome, as well as it being irrelevant, as Genome is the one liable for this kind of breach of its terms and conditions and should do the legal thing and return/compensate my money. Prove to me and the rest of the people reading this site that you are not a scam company who wants to steal peoples money.

12.3 If You breach or We have grounds to suspect that You may be in breach of the above prohibitions and / or are involved into activities included inpermitted-countries-for-the-legal-and-natural-clients to the List of Prohibited Activities, We reserve the right, at Our absolute discretion, to:
a) Reverse the Transaction or refuse in the Transaction execution; and / or
b) Return to the initial payer a full or partial amount of funds that have been credited to Your Genome Wallet
17.4 Where You are contracting Us not as a Consumer, We shall be liable for losses You incur in the result of unauthorised or incorrectly executed Transaction (due to Our error) only if You notify Us in writing without undue delay by e-mail using the e-mail address provided in Clause 30 below and / or through any other contact tools which We make available to You from time to time on becoming aware of any such Transaction giving rise to a claim and no later than one (1) month after the debit date.

Edit 2:
You are telling me to contact the authorities directly, but my authorities say that Genome is the bank to contact to get my money back. So please act responsibly and return the funds you helped steal from me.

My SEPA-transfer from Genome has been frozen for 2 months. Thanks to the recipient (Genome did not make any effort in seeking payment) the money was returned back to my account in Genome. While I was trying to find and return my money, Genome charged me for two months fee :-D
They are not a full-fledged bank, its a payment system that operates on top of some bank in Lithuania. This means that in case of payment issues, they cannot help in any way and can only show their own document stating that they have sent the money. But if the money has not reached the recipient (like in my case), they are unable to help track it.
Unfortunately, being in Ukraine, using Genome was a forced measure. In countries where citizens have financial freedom, there is no reason to use such bad-quality service.

Avoid working with these people. They keep your money using AML excuses and make personal questions every single payment or transfer.

EDIT AFTER GENOME ANSWER

Stop making excuses about regulations and treating your clients as if they were incompetent. I work with over 10 banks, and I have never encountered such an unpleasant experience as the one I’ve had with your AML team and your support. You have caused me significant harm by systematically withholding my transactions. I am not a criminal, and neither the amounts nor the senders of these transactions are in any way suspicious to justify the repeated blocking of funds. You are playing with your clients' money and mental well-being. You could be just as rigorous with your internal procedures as you are with the disproportionate application of your AML measures. A little self-reflection and less bureaucracy would do you good.

What initially seemed like a straight foward setup process has been a multiple day back and forth so far at which point I'm now abandoning the onboarding process due to how the company operates and it's avalanche of negative reviews.

I've been asked the same questions multiple times and asked for the most idiotic things like a screenshot of my email account settings page to prove I own my email address when I've already confirmed my email address....

If it wasn't a registered bank, based on my experience so far I would suspect it was a scam based on how it operates.