Contact Us

Reaching the support team at Imperial Wins is straightforward. This page outlines every available contact method, what each channel covers, and what players in New Zealand can realistically expect from each option. Whether the query is about a payment delay in NZD, a bonus condition, or account verification, the right channel makes a real difference.

How to Get in Touch with Imperial Wins

Imperial Wins offers three direct support channels: 24/7 live chat, email, and Telegram. There is no telephone support listed. All channels operate primarily in English, which is the default support language for New Zealand players. The Help Centre and FAQ section on the website cover most routine topics and are worth checking before opening a live request.

Live Chat

Live chat is available around the clock, every day of the week. The session starts with a chatbot that handles common queries automatically. If the issue requires a human agent, the chat escalates to a live representative. For time-sensitive matters such as a stuck withdrawal or a bonus activation problem, live chat is the fastest route. Average response times through the chatbot-to-agent path are not published, but the 24/7 availability means access is not limited to business hours.

Email Support

For detailed queries or situations that require documentation - such as KYC evidence, payment disputes, or account closure requests - email is the more appropriate channel. The support address is support@imperialwins.com. Written communication is also useful when players want a record of the conversation, particularly for responsible gambling requests or any formal complaint. Response times are not stated publicly, though email is generally slower than live chat for urgent matters.

Telegram

Imperial Wins also operates a Telegram contact point via @LexicusBot. This channel suits players who prefer messaging apps over browser-based chat. Telegram works on mobile devices and desktops, making it a practical option for New Zealand players who are managing their account on the go. The bot handle suggests automated initial handling, similar to the live chat structure.

What You Can Contact Support About

The support team handles a defined range of topics. Knowing which category applies helps players choose the right channel and prepare the right information before making contact.

Common support topics include:

• Account access issues, including password resets and locked accounts
• KYC submission and identity verification status
• Deposit and withdrawal queries, including the NZ$196 minimum withdrawal threshold and the NZ$20,000 monthly cap
• Bonus eligibility, wagering requirements, and activation problems
• Technical errors in games or the cashier
• Responsible gambling requests, including self-exclusion

For any responsible gambling concern, including requests for account restrictions or exclusion, support contact should be made in writing via email so that a record exists. Players in New Zealand can also contact the Gambling Helpline directly on 0800 654 655 or by texting 8006 at any time.

Before Contacting Support

The on-site Help Centre addresses many standard questions about registration, payments, bonuses, and game rules. Checking the FAQ first often resolves queries about minimum deposit amounts, payment processing times, or bonus terms without waiting for an agent. For payment-related topics, it is worth having the transaction reference, deposit method, and account details ready before starting a chat or sending an email.

For more detail on how personal data submitted through support channels is handled, the Imperial Wins privacy policy sets out the full data-processing framework.

Players looking for a broader overview of what the Imperial Wins website offers - including the game catalogue, welcome package, and payment options - can find that detail on the main review page.

Response Expectations for New Zealand Players

New Zealand players operate in NZST (UTC+12 or UTC+13 during daylight saving), which means contact is possible at any hour without adjusting for a support window. Live chat is the most practical option for real-time help. Email suits formal or document-heavy requests. Telegram works well for quick queries via mobile. None of the channels list a guaranteed response time, so for time-critical issues such as a pending withdrawal approaching the monthly cap, live chat remains the recommended starting point.

Imperial Wins was launched in 2024 and is operated by ABC Interactive N.V. (company number 153994), registered in Curaçao. Note that the platform’s Curaçao licence OGL/2024/284/0863 is currently listed as revoked, which is a material factor for any player considering account activity or dispute escalation.