Why can VIP points appear to be missing at imperial wins? The answer usually starts with the timing of the first deposit, the type of wager, and the account currency selected at registration. This guide explains the published points rules, what evidence to collect, and how to contact support. It also separates confirmed terms from assumptions, so you can review your balance carefully before raising a complaint, including when checking imperial wins information elsewhere.
When should imperial wins points begin?
The published terms say that Complementary Points start accruing from midnight GMT after your first deposit. That means a deposit may not produce an immediate points update. If you deposited late in the day, check again after the next GMT day begins rather than treating a short delay as a missing award.
Does the account currency affect the balance?
Yes, the conversion rule names EUR, USD, CAD, NZD and INR. The stated rate is 100 points for one unit of the selected currency. The terms also say that 340 points can convert into three currency units, leaving 40 points behind. Keep screenshots of your chosen currency and the transaction history.
Which bets qualify for imperial wins VIP points?
The available information says points are earned from wagers, but it does not publish a complete game-by-game contribution chart for the VIP scheme. That matters when comparing imperial wins pokies, real money pokies, table games, or sports activity. A wager that appears eligible may still be treated differently under a promotion, bonus restriction, or product-specific rule.
Are bonus bets and promotional play treated differently?
Do not assume that every wager has the same status. Welcome and deposit bonuses carry separate conditions, including 40x wagering on bonus plus deposit and 25x wagering on free-spin winnings. The maximum bet during that wagering is €4 per spin, or the NZ-dollar equivalent shown to you. Bonus funds must not be used for sports bets.
| Points detail | Published rule |
|---|---|
| Start time | From midnight GMT after the first deposit |
| Conversion rate | 100 points equals 1 EUR, USD, CAD, NZD or INR |
| Example conversion | 340 points convert to 3 currency units, with 40 remaining |
| Monthly earning limit | 100,000 points per calendar month |
| Unused-point rule | Points are voided after 90 days without login |
| VIP access | Invitation only; no public tier ladder is published |
What evidence can support a missing-points claim?
A useful claim connects a specific qualifying wager to the expected points result. Save the date and GMT time, game name, stake, result, account currency, deposit reference, and before-and-after points balance. Evidence from imperial wins reviews may help you understand common complaints, but your own account records are stronger support evidence.
Which records should you send to support?
Send a short timeline rather than a long collection of unrelated screenshots. Include your username or account email, the relevant deposit date, the wager history, and the points total shown before and after play. Remove unnecessary card numbers or identity documents unless support specifically requests secure verification.
These details can make the investigation clearer:
- The first deposit date and approximate time in New Zealand
- The exact game or betting category used
- The stake and transaction reference for each disputed wager
- Screenshots showing the points balance and account currency
- The date, wording, and reply from any earlier support contact
How should you contact imperial wins support?
Imperial wins lists 24/7 email support at support@imperialwins.com and offers a live-chat widget. There is no published phone line. Ask support to confirm whether the disputed wagers qualify, when the points ledger was last updated, and whether any points were removed under the 90-day no-login rule.
What if support does not resolve the issue?
Keep the ticket number and request a written explanation of the decision. Do not create a second account to test the system: the terms allow one account per person, household, device, or payment method. If the response remains unclear, ask for the relevant terms rather than relying on informal statements or forum posts.
What should New Zealand players check before continuing?
The regulator validator recorded the Curaçao licence status for imperialwins.com as “Revoked” on 21 September 2026, although the site still quotes licence number OGL/2024/284/0863. There was no evidence in the available material that Imperial Wins holds or has applied for a New Zealand licence. Check the legal position and account risks before depositing more money to chase points.
Also remember that points can expire after 90 days without login, and converted-point winnings are subject to the withdrawal limits page. Treat loyalty rewards as an extra feature, not as a reason to increase stakes. You must be 18 or older. If gambling is causing concern, contact the New Zealand Gambling Helpline on 0800 654 655.
Conclusion
A missing points balance does not automatically prove that a wager was excluded. First check the midnight-GMT start rule, account currency, points ledger, monthly ceiling, and 90-day expiry condition. Then present a focused evidence trail to support. If the explanation is unsatisfactory, avoid further deposits while you assess the account and the operator’s current status. You must be 18+, and the New Zealand Gambling Helpline is available on 0800 654 655.
Frequently Asked Questions
These answers cover practical points questions that may not be clear from a balance screen alone. Read the current account terms before making a new deposit or converting rewards.
How long should I wait for imperial wins points?
The published rule starts points from midnight GMT after the first deposit. Wait until that calculation period has passed, then compare the ledger with your wager history. If the balance still looks wrong, contact support with the deposit and betting timestamps.
Can points disappear after a break?
Yes. Unused Complementary Points are stated to be voided after 90 days without login. A short break may therefore affect an old balance. Save a screenshot before leaving the account inactive and ask support to confirm the date used for any expiry.
Do imperial wins table games earn the same points as pokies?
The available terms do not provide a full contribution schedule confirming identical treatment across every game category. Do not assume that table games and pokies earn points at the same rate. Ask support about the exact title and stake before relying on an expected conversion.
Can I open another account if points are missing?
No. The terms limit players to one account per person, household, device, or payment method. A second account could create an additional compliance issue instead of solving the points dispute. Use the original account and keep all communication linked to one support case.