Contact Imperial Wins: How to Reach Our Support Team
Our support team is reached by e-mail. Every Imperial Wins player can write to us, and here is the short version of what to expect:
- Route: e-mail is the support route we run for players.
- Topics: login, deposits, withdrawals, bonuses and document checks.
- Messages: your details are handled under our privacy policy.
Keep the message short and specific, and our team can get straight to the point.
Our contact routes
E-mail is the support route we run for players, and it fits most questions well because you can take your time and explain the details in your own words.
- E-mail support: our main route, suited to account, payment, bonus and verification questions that need a written answer.
- Account questions: if you cannot sign in, mention the e-mail address or phone number you registered with, since both are part of an account.
- Payment questions: name the payment method you used, for example a Visa or Mastercard card, Neteller, Skrill or a bank transfer, so we can look at the right process.
- Verification questions: tell us whether your question concerns proof of address, a selfie with ID or a photo ID, because those are the categories a check may ask for.
A clear subject line helps. Something like "withdrawal to an e-wallet" or "bonus question" tells us where to send your message before anyone has opened it.
How we treat your messages
When you write to us, your message is there to be answered. Your name, e-mail address and account details are used so our team can find the right account and respond, in the same way as the rest of your information. The way we handle personal information is set out in our privacy policy, and that policy applies to every message you send to us, whatever the topic.
Please write only what the question needs. A question about a deposit does not need your whole account history, and a short description lets us respond faster and keeps the exchange easy to follow later.
What our support team looks after
Some questions are better aimed at the right desk from the start. Here is who deals with what, so your message goes to the right place.
- Login and account: our support team helps with access, registration details, the currency chosen at sign-up and address changes. If you move, update your address as soon as you can; expect to prove the new one.
- Deposits and withdrawals: our support team looks at payment questions. E-wallet withdrawals take 24 to 48 hours and card withdrawals can take three to seven business days, so check the timing for your method first.
- Bonuses: our support team answers questions about the Imperial Welcome Pack, Imperial Spins and Mighty Mondays, including wagering.
- Verification: our support team handles document checks, which are essential before winnings can be withdrawn.
If your question touches on play that has stopped being fun, we would like to hear from you too. Setting a budget for each session and not chasing losses are habits worth keeping.