Contact Us

Reaching the support team at Imperial Wins is straightforward. Whether a player has a question about an account, a payment, or a bonus condition, three contact channels are available around the clock. This page outlines each option, explains when to use it, and sets realistic expectations for response times. For details on how personal data is handled once a support request is submitted, see the Imperial Wins privacy policy.

How to Get in Touch with Imperial Wins

Imperial Wins provides 24/7 customer support through live chat, email, and Telegram. There is no telephone line listed. All channels are handled in English, which covers the primary language used by players from New Zealand.

The support team deals with a standard range of topics: account access problems, KYC document submissions, bonus eligibility queries, payment delays, technical errors, and responsible gambling requests including self-exclusion.

Live Chat

Live chat is the fastest way to reach the support team and is available at all hours. The session opens with a chatbot that handles common questions automatically. If the automated replies do not resolve the issue, the chat escalates to a human agent. For most account and payment questions, live chat is the recommended first step.

Email Support

Email support is available at support@imperialwins.com. This channel suits more detailed queries, such as submitting documentation, reporting a payment discrepancy, or following up on a formal complaint. Response times are not published, but email is appropriate when the player needs a written record of the exchange.

Telegram

The Telegram contact is available through the bot handle @LexicusBot. Telegram offers a practical alternative for players who prefer messaging apps over the standard web chat. The channel operates alongside live chat and email rather than as a replacement.

What to Prepare Before Contacting Support

Having the right information ready speeds up every support interaction. A typical request to Imperial Wins support should include:

• The registered account username or email address
• A clear description of the issue, including any error messages seen
• The payment method, transaction reference, or bonus name where relevant
• A screenshot or document if the query involves a declined payment or KYC request

For withdrawal holds or KYC-related delays, identity documents such as a valid passport or driving licence, and proof of address such as a recent bank statement or utility bill, may be needed before the case can progress.

Support Scope and Limitations

Imperial Wins support covers casino products, live casino, sports betting queries, virtual sports, payment processing, and account management. The team cannot override standard terms around wagering requirements, the NZ$20,000 monthly withdrawal cap, or the NZ$196 minimum withdrawal threshold. These are set at the platform level and apply uniformly.

Self-exclusion requests are handled through customer support directly. Because the platform does not confirm a built-in self-service exclusion tool, any exclusion request should be made in writing through email so there is a clear record. New Zealand players who need immediate help with gambling-related concerns can contact the Gambling Helpline on 0800 654 655 or text 8006.

For further context on the full range of player protections and platform standards at the casino Imperial Wins, including game fairness, responsible gambling guidelines, and payment security, the relevant pages within the help centre provide additional detail.

Contact Summary

Below is a quick reference for all available support options.

All three active channels operate continuously, so players in Auckland, Wellington, Christchurch, or anywhere else in New Zealand can send a message at any time and expect a response without waiting for business hours.