Please use this form below to view the Frequently Asked Questions if you have a question regarding PlaySunny. Feel free to contact Customer Services if your question is not covered in the FAQ.
Account Related Questions
Is creating an account free?
Creating an account is 100% free. There are no monthly fees or required deposit amounts. You decide if, when and how much you want to play!
Now that we've got that out of the way, why not
open a free account with us!
When will I receive my welcome bonus?
Our current welcome offer is a 50% deposit bonus and 150 Free Spins. The bonus will be credited automatically upon first deposit. The free spins will credited at 15 per day starting on the day of your first deposit.
Where can I create an account?
Please use our signup form located
here to create a free account. Don't forget to take advantage of our awesome
promotions!
Can I have more than one account?
It is not permitted to open more than one account at PlaySunny, to prevent bonus abuse and unfair tournament advantages. We enforce this rule in several ways, including electronic verification.
Please use our forgot password tool if you have lost your username or password.
Please be aware that opening multiple accounts might void any withdrawal requests you make, and might result in the closing of all of your accounts.
I am having issues creating an account
First, please make sure you are using the
correct signup link. You'll be using the form on the left side of the page. Then, make sure you have filled out all the required fields.
Pressing the “Create account” button should take you to the next step of the process, or alert you what field is incorrect.
Please contact Customer Services if you are still having issues signing up with us
I have lost my username or password
Please use our forgot password tool link to request your username and to reset your password.
Please contact Customer Services if this tool does not resolve the issue.
Will my personal information be kept secure?
To secure your information, we have put various measures in place. Your information is safely stored on a strictly secure network and can only be accessed by a small and select number of employees. If you need to access your personal data, you do this through a secure connection. When details are exchanged, a special coding system is used. The technology applied is regularly updated in order that we can continue guaranteeing the safety of your information and the reliability of our systems.
Please refer to our
Privacy Policy for more information about your privacy.
Receiving promotional emails and unsubscribing
We regularly send email newsletters to our players. We take great care to only send newsletters out when we feel our players will appreciate its content. For example; newsletters might contain bonus offers, entries to tournaments or new game releases.
Please contact Customer Services if you are having issues receiving our newsletter.
If you wish to unsubscribe from our mailing list, you may use the 'unsubscribe' details that can be found at the bottom of every newsletter.
I want to close my account
If you wish to close your account then please contact our Customer Services team. If you wish to self-exclude your account then you can initiate this process via our
responsible gambling page.
What deposit methods can I use?
You can deposit using Credit/debit card (via Pay360), Skrill, Neteller, Paysafecard and Trustly. Please visit our
payments page for more information.
Will my deposit be handled securely?
It is important to us that our customers can rely on secure transactions within our casino. All deposit methods use a secure connection to ensure your safety. To further ensure your privacy and safety, we do not store (or even see) card numbers or bank account numbers when you deposit with us. You can deposit using credit/debit card, Skrill, Neteller, Paysafecard and Trustly. Please visit our
payments page for more information.
How will my withdrawal be processed?
Withdrawals are returned to the source of funds. For example, if you deposit using a credit card then your withdrawal will be returned to the same card. If this is not possible then we will send the funds to a verified bank account. Please visit our
payments page for more information.
Do I need to send identification documents?
In accordance with British Gambling Commission requirements, we verify all new players to confirm their identity and ensure they are over 18. In the majority of cases, this can be done via an electronic check but if that’s not possible then ID documents may be required. We also may request further Know Your Customer (KYC) documentation if certain financial thresholds are exceeded.
Please be aware that some (deposit) bonuses can be affected if you request a withdrawal. For example, deposit bonuses that are not played through will be removed by requesting a withdrawal or partial withdrawal. The minimum withdrawal is £25,00. Don't worry, our withdrawal page will inform you about any affected bonuses before the withdrawal request is processed.
The games are not working
Being unable to play can be caused by multiple reasons. Please check if your browser is not blocking the games through an ad or pop-up blocker. If you are having difficulty, then please contact our live help service for instant assistance.
Where can I find the game rules?
Each game contains a '?'-symbol. This symbol can usually be found in the bottom-left of the game, and opens up a new window with the game rules.
I had an issue while playing a game
Please try to reload the game first. This should resolve your issue and allow you to continue your game. If an issue occurred between placing a bet, and receiving an outcome for the game, your balance is either restored, or the outcome is shown when opening the game.
Please feel free to contact Customer Services if your issue has not been resolved automatically.
I have a question about a specific game
Most questions should be answered by the in-game 'Rules', that can be viewed by clicking the '?'-symbol in the game. Please feel free to contact Customer Services for further assistance.
What are the basic bonus rules?
Please refer to our
bonus page for full bonus details, rules and terms.
How do I receive a bonus?
At PlaySunny, we just love giving away bonuses! Bonuses come in all sorts of shapes and sizes, but here are the main ones;
The first bonus you'll probably receive is our welcome package. You might find your next deposit bonus on our
news page, that features scheduled bonus events.
Apart from deposit bonuses, you might want to visit our Loyalty Shop to purchase a bonus of your choice with your collected Loyalty Points! From time to time, special bonus offers or free spin offers might find their way to your email inbox, so make sure to keep a close eye on them.
A deposit bonus is a bonus that requires a deposit to be redeemed. The bonus amount is usually related to the deposit amount. For example: a 50% deposit bonus will give you a £50 bonus on a £100 deposit. Please check our
bonus page for more information
A loyalty bonus is a bonus that can be 'bought' at the Loyalty shop using Loyalty points as currency. Loyalty points are awarded to your players account on every wagering you make. Please visit our
loyalty information page for more information.
A free bonus is a bonus that does not require any deposit to be redeemed. This is usually a fixed bonus amount. Free bonuses might be awarded through our newsletters or
news page. Please visit our
bonuses page for more information
How do I use bonus money?
You'll always play with your regular balance by default. If your balance is fully consumed, you'll automatically start wagering from your bonuses. Please be aware that winnings generated by wagering from bonus money will be transferred back into that specific bonus, until the wagering requirements are met. Wagering requirements for a bonus are (only) met by wagering from that specific bonus. Please visit our
bonuses page for more information
You cannot request a withdrawal from your bonus. However, once you have met the wagering requirements for a bonus, that bonus will be transferred to your regular balance, allowing you to request a withdrawal. Please visit our
bonuses page for more information
Free spins may be awarded through our
news page page or newsletters, and are usually tied to a specific game. A free spin is the same as a free game round, usually meaning a free spin of the (video)slot reels.
A free spins offer might be added to your account automatically, or require you to use a specific code to activate. Once activated, all you need to do is open up the game that the free spins are for, after which you'll be prompted if you want to use your free spins automatically.
Where can I find the terms and conditions
Our bonus terms and conditions can be found
here . Our general terms and conditions can be found
here.
Loyalty points are our special way of saying “Thank you for playing with us!”. You automatically receive Loyalty Points on each wager you make in any casino game. Loyalty Points are used as a currency in the Loyalty Shop, allowing you to purchase bonuses or real prizes with your Loyalty Points. Please visit our
loyalty information page for more information.
How do I receive Loyalty points?
You automatically receive Loyalty Points on every bet you make. The amount of Loyalty Points you’ll receive depends on the amount wagered and the game type. For example, slots will give you more Loyalty Points per £ wagered than table games. You may also receive Loyalty Points as a reward for reaching the next XP-Level. Read more about XP-Levels
here.
How do I spend my Loyalty points?
Once you are logged-in to your account, you can access the shop-link from the ‘personal’ menu. Here you can view the available items and their (Loyalty Point) prices. The shop might be stocked differently each day, but will usually offer different bonuses that can be bought using the Player Points and at least one cool “real” prize, such as an iPad.
Are real prizes delivered to my address?
Real prizes such as, for example, an iPad, will be shipped to your home address, free of charge. Please make sure you have filled in the right address in your account settings. Please visit our
loyalty information page for more information.
Does it cost any money to claim a prize?
Purchasing a bonus or a real prize from the Loyalty shop does not come with any additional costs. You purchase your prize from the Loyalty shop with your Loyalty points. Please visit our
loyalty information page for more information.
A Loyalty bonus is a type of Free bonus, meaning that there is no deposit required to receive it. A Loyalty bonus can be bought in the Loyalty shop with your collected Loyalty Points. Please visit our
loyalty information page for more information.
Where can I find the terms and conditions?
Please find our Terms & Conditions
here. Do not hesitate to contact Customer Services if you have any questions regarding our Terms & Conditions.
Tournament are special events that are held for a (short) defined period of time. At the end of the Tournament winners are awarded with great prizes! Most Tournaments are 'free to enter' but some might require an invitation, or an entry fee. The Tournament page lists the upcoming and running tournaments, and information about each tournament. Please visit our
Tournament page for more information.
How can I join a tournament?
The best way to know what tournaments are being held, and quickly access tournament games, is by visiting our Tournaments page. Each tournament will list the games that the tournament is active for. Press on any game icon to start playing, you'll automatically start ranking in the tournament! Please visit our
Tournament page for more information.
How do I know if I have won?
The Tournament page lists all Tournament winners. If a tournament has ended, this is a good place to see if you have won. Also, you might notice a dramatic balance increase! Please visit our
Tournament page for more information.
Does it cost money to join a tournament?
Most Tournaments are free to enter, but on rare occasions tournaments might require an invitation or entry fee. If an entry fee is the case, you will be specifically asked if you want to enter the tournament and pay the entry fee. In all other cases, joining a tournament is totally free. Please visit our
Tournament page for more information.
Prizes will differ for each Tournament. Please visit our
Tournament page for a list of prizes for each Tournament.
Can you guarantee that your games are fair?
Offering fair play is our most important philosophy. Our games are provided by industry leading suppliers NetEnt and Yggdrasil. In accordance with stringent British licensing requirements, all games are tested for fairness by a certified independent testing company before being released. This testing includes robust verification of the Return To Player (RTP) rates, which are displayed on our
Payout Rates page.
Are my details stored safely?
We take great care to store your personal details safely. Only a few selected staff members have access to these details. Also, we do not store any personal information when you deposit with us. For example, your credit card number is only known by your trusted payment provider.
What is your privacy policy?
Please visit our
Privacy Policy page to learn more about our Privacy Policy.
Are your deposit and withdrawal methods safe?
It is important to us that our customers can rely on secure transactions within our casino. All deposit methods use a secure connection to ensure your safety.
To further ensure your privacy and safety, we do not store (or even see) card numbers or bank account numbers when you deposit with us.
Are there any hidden costs?
No, there are no secrets or hidden costs anywhere. You decide if you want to play, when you want to play, and how much you want to spend.
How can I contact customer services?
You can get instant assistance from Customer Services via our live chat option, which appears on the right hand side of every page. Alternatively, you can complete the form below and our team will email you back within 24 hours.
Please remember to check your spam or junk folder for our confirmation and replies. Contact form
How soon can I expect an answer?
As a rule of thumb, we answer every question within 24 hours on working days.
CUSTOMER SUPPORT
