Sunmaker Casino Contact – Support and Assistance
Sometimes you need a human answer to a specific question. Sunmaker provides two direct support channels. There's no phone line, which some players find frustrating. But for most issues, chat and email get the job done without the hold music.
How to Reach Sunmaker Customer Support
💬 Live Chat
The fastest route. The live chat widget sits in the bottom right corner of the Sunmaker website. First point of contact is a chatbot that handles routine queries about bonuses, deposits, verification and account settings. If the bot can't resolve your issue, you get transferred to a human agent. Response times are generally reasonable during business hours, though peak periods can mean a short wait.
For anything that needs a detailed explanation or involves document attachments, email support is the better option. Responses typically arrive within 24 hours. When writing, include your customer number and a clear description of the problem. Specific beats vague. "PayPal withdrawal rejected with error code 4021" gets resolved faster than "my withdrawal isn't working".
Contact Channels Overview
| Channel | Availability | Response Time |
|---|---|---|
| Live Chat | Daily | Minutes (chatbot instant) |
| 24/7 (processed during business hours) | Within 24 hours |
Tips for Getting Issues Resolved Quickly
A few things that make the support interaction more efficient for both sides:
- Have your customer number ready – it's in your player profile and speeds up identification
- Be specific about the problem – error messages, exact amounts, timestamps. The more detail you provide upfront, the fewer follow-up questions needed
- Attach screenshots for technical issues or error messages. A screenshot communicates more than a paragraph of description
- Check the bonus terms first – a significant portion of support queries relate to bonus conditions that are answered in the terms and conditions
- Allow time for verification – KYC processing can take up to 72 hours. Contacting support before that window has passed usually won't speed things up
Common Questions and Where to Find Answers
Not every question requires a support ticket. Many topics can be resolved faster through the relevant sections of the website:
| Topic | Where to Look |
|---|---|
| Bonus terms and wagering progress | Player profile → Bonus section |
| Adjusting deposit or loss limits | Player profile → Player protection settings |
| Verification status | Player profile → Account status |
| Requesting a withdrawal | Cashier → Withdrawal |
| Resetting your password | Login page → Forgot password |
| Self-exclusion or timeout | Player profile → Player protection / Panic button |
Operator and Legal Information
Sunmaker is operated by:
PlayCherry Ltd.
Level 5, Spinola Park
Triq Mikiel Ang Borg
St. Julian's SPK 1000, Malta
Regulatory licences:
- German licence: Gemeinsame Glücksspielbehörde der Länder (GGL) – authorisation for virtual slot machine operations and sports betting intermediation
- EU licence: Malta Gaming Authority (MGA)
For regulatory complaints that cannot be resolved through standard customer support, you can contact the Gemeinsame Glücksspielbehörde der Länder (GGL) directly. The GGL is the supervisory authority for all licensed online gambling operators in Germany and accepts player complaints.
