Good selection of games, daily bonuses, fast withdrawals, easy to navigate.
Here is an update.
After my previous bad experiences with the support I thought that perhaps it will get better now.
Unfortunately it has not.
Some weeks ago I complained about the fact that every time when taking a freespins bonus (which is always a deposit bonus) winnings with freespins are always only a few cent, at Sunmaker as well as at Sunnyplayer.
Most of the time the player can choose between freespins or 5 Euro or a %deposit bonus.
Whenver I choose the freespins bonus for my deposit I win only a few cent up to 1,10 Euro.
So when asking the support in the chat I was told that I had already withdrawn and won more that I deposited at sunmaker.
This is true.
However, the support agent said that due to that fact my complaint was incomprehensible.
I think that telling customers to not complain about weird things just because they had won and withdrawn is unacceptable.
Does that mean that once you have withdrawn a win you may never complain about anything again?
Granted, there are many casinos out there where you can never win more than a few cent with freespins, no matter how often you receive them, but that is exactly the weird part.
When such things repeat itself all the time (and in my case, it does) the player has every right to wonder what is going on.
Yes, I won at Sunmaker whereas I can't win at Sunnyplayer, no matter what. And both casinos let me win only a few cent with freespins.
So when complaining about it the support should not advice me to not complain just because I had won at Sunmaker before. A withdawal does not guarantee that the customer shuts up whenever something seems to be wrong.
I asked the support to forward this issue with the support agent to their superiors. I received multiple emails but none of it was addressing the issue and none of it was from a superior of sunmaker but from the same support agents that speak to customers in the chat.
Every attempt to speak to a superior was ignored - as usual.
I think that things will never change with that support, for some reason the casino doesn't seem to be interested to improve the way the support interacts with the customers.
Another reason for my update is the fact that the laws regarding copies of ID cards have changed in Germany, so my previous issue with it is irrelevant now, aside from the total rudeness of the support, of course. They didn't know anything about the law and weren't interested in solving the problem or in listening to the problem whatsoever.
Last but not least, aside from the abysmal support, I can't find the relevant bonus rules on their site. I still don't know what slots can't be played with bonus money, what bet at maximum is allowed when playing with a bonus and whether or not there is a max. withdrawal rule for freespins.
Here is my old post:
Good selection of slots, many bonus offers, good navigation, withdrawal was fast.
Unfortunately, the problem I had posted here before wasn't solved even though the support assured me that the issue would be forwarded and dealed with.
Meanwhile, I won a small amount and uploaded documents. Please note that those exact documents were fully accepted by Sunnyplayer, the almost identical sister casino with the same support-agents. Sunmaker accepted my withdrawal, yet not all of my documents.
In Germany it is an obligation to efface certain data of an ID card, like the number and details about the appearance (eye colour, height etc...). It is the law. I did that and uploaded the front- and backside. Plus, I uploaded my drivers license without blurring anything. Additionally I uploaded my bank statement, an official paper of my bank and my electricity bill. The ID card, my bank statement and my drivers license were not accepted.
So I wrote an email to the support but did not receive an answer. Today I went to the chat and Sabine told me that I have to upload my ID card without blurring anything. I told her that this is illegal in Germany but she simply repeated her answer and then closed the chat on me after I mentioned again that it's forbidden in Germany. Like it always happens. So I opened the chat again and talked to Stefan, asking (again) for an email contact to a superior. Again I just received the general support-email address. When trying to clarify the document-issue with Stefan I received a copy and paste answer about uploading documents without blurring anything. Again I told him that it is illegal in Germany and that they do have my drivers license which is fully visible, asking what is wrong with the driver license. I also told him that Sunnyplayer accepted the same documents. Plus, I asked him why my bank statement wasn't accepted but did not get an answer. Instead he again demanded me to upload my ID card without any blurring, stating that the MGA insisted according to their rules. When asking for a contact address of the competent department he closed the chat on me - again!
This is absolutely ridiculous. Cheeky, impolite, disrespectful.
Every other casino accepted those documents, including Sunnyplayer, yet Sunmaker chicanes me and simply closes the chat.on me.
Is this how a good customer service looks like? Not at all. I am not discussing my favourite colour with them but I'm trying to clarify a very important issue. I won't make myself liable to prosecution by copying an ID card without the necessary blurring (which is demanded by German law) just because the support wants to annoy me.
This is my old issue with Sunmaker:
Most of all the unprofessional and patronizing chat support. A complaint about the low payout/RTP over a long period of time should be addressed equally professional as a question about other things at a casino. Yet the support is absolutely unwilling to discuss such issues but try to get rid of you by telling you to only ask account related matters. When I asked the chat-agent to connect me to a superior or another chat-agent, my request was denied several times.
Players deposit and play in order to win - at least enough to have a good time, whether they decide to withdraw small amounts or not. When every deposit vanishes within two minutes without a win for almost a year or when the win from freespins disappears after two minutes without a win and a player asks the support what is going on, the support should be able to provide some help instead of ignoring the issue and demanding to not ask such questions.
I understand that probably a lot of players complain in most casinos about not winning, yet this is the essence of a casino: giving the chance to win. So players' complaints should not be rejected because this is the best way to chase them away.
I can only speak for myself but when I see that my complaint is not taken seriously and I am not allowed to ask why, I have no intention to play in that casino anymore. A friendly and helpful support is important for the player to feel welcome.
Aside from being told to not discuss winning-/losing issues the support often answers any kind of question in the shortest way ever so that often I have to check with the answer. All in all I always feel like disturbing the support even when asking pretty harmless account-related things (like waiting for a whole week for the win of my freespins due to a technical problem).