Getting Help with an Imperial Wins Query
We want account, payment and bonus questions to reach the right hands quickly.
A well-prepared message gets a faster answer. Players who note the date, the payment method and the amount involved give us a clear starting point.
Keeping messages tidy
Our privacy information explains how personal details are handled, and these habits keep a message clear and safe:
- Include only the details needed to explain the matter.
- Keep passwords and security codes to yourself.
- Share personal information only as far as the query needs.
- Describe a document by its type, such as a photo ID or proof of address, and upload it only where verification asks for it.
Where each matter goes
Matters for our team
A short, clear description helps with any account, payment, bonus or verification question. A bonus question is easiest to answer when it names the promotion, such as a weekly reload or the welcome package, and a payment question when it names the method and the date.
Matters for outside help
Questions about gambling-related harm are best shared with an independent support service as well, alongside our own self-exclusion and self-assessment tools. Limits, cooling-off periods and reality checks are part of our player controls, and permanent self-exclusion starts by contacting us.
What happens after you write
Our live chat is open around the clock:
- An AI agent greets you first.
- A human member of our team follows.
- Any hour suits, so a late-evening payment question is as welcome as a morning one.
What to prepare
Useful details to prepare, by topic:
- Registration: the account currency chosen at sign-up and the details entered.
- Payments: the method used, since methods vary by country and some work for deposits only.
- Bonuses: the promotion name, with its wagering and maximum bet conditions.
- Withdrawals: the status and method, with e-wallet payouts quickest and bank transfers taking longer, usually 3 to 7 days.
Account security and verification
Useful habits when a question touches verification:
- Identity verification happens before a first withdrawal, using a photo ID and proof of address.
- Registration details match your official documents, because payouts depend on that match.
- The verification link sent by email activates the account and comes before any no-deposit offer is credited.
- Passwords and codes stay private, even in a chat with us.
Our routes
We can be reached through live chat, email and a Telegram bot. Live chat is available around the clock, with an AI agent replying first and a human following. The Telegram bot sits next to the chat as a social contact, and email suits a longer message with the date, the payment method and the amount set out clearly. Each route suits a short, focused question about an account, a payment or a bonus.