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 theetent 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. Alaint 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 playerslain in most casinos about not winning, yet this is the essence of a casino: giving the chance to win. So players'laints 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 mylaint 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 we.
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).
We are glad to hear you like the selection of slots and navigation on our site, alongside our withdrawal process and bonus offers.
We are very sorry to hear about your experience with us.
As each of the sites within our network have different requirements, some documents may be accepted on one of the sites and unfortunately denied on another. This is all on a personal status of each account on each site.
I am not familiar with the laws in your country, however, our requirements for documents are very specific. We do not accept any identification documentation if any of the information is covered or blurred.
I would not be able toent on specific chats without seeing and transcript, however, we apologise if you have taken any offence and we can of course look into this for you.
I am sorry to hear about your losses but I can assure you that all our games are fully regulated and above board.
All games in our Casino are based on a random number generator, all suppliers are certified suppliers of Casino Games, and are rigorously tested by two independent third parties, Technical Systems Testing in Canada and iTech Labs in Australia, guaranteeing a fair casino experience. to ensure they meet regulations. This means regardless of if you are playing for fun or logged in using your own funds, you will have a fair casino experience.
We have the same games as many casinos and our website cannot control the payout as they are all pre set.
If you wish to contact any department, you would need to contact us by our support email, from here we will then review your email and forward it to the relevant department or person. This is to ensure that all queries are dealt with as quickly as possible and by the correct teams.
Technical problems of course can sometimes occur and we try to assist every customer in the best way we can and I am very sorry that you were not happy with the ou.
We are happy to look into every review andlaint separately as without your feedback we are not able to ensure we provide the best service we possibly can. If you would like us to have a look at this for you in detail, please get in contact with us.
Sunmaker UK Customer Support