How to Reach Us — VIP Coverage Questions and Where to Get Help With Your 1win Account
Two Different Things — Read This First
newzealand-vip.com is an independent affiliate site that publishes 1win VIP and high-stakes coverage for New Zealand players. We are not 1win. We don’t run the casino, we don’t have access to your account, we can’t action withdrawals, lift deposit limits, fix tier-progression issues, or escalate VIP complaints to the operator on your behalf.
For everything else — feedback on our VIP guides, methodology questions, factual corrections to cashback or tier mechanics, press enquiries — we’re the right people, and the details below are for us.
To Reach Our Editorial Team
Email: editorial@newzealand-vip.com
Response time: within two business days, Monday–Friday, NZ business hours.
What to put in the email: the page or topic you’re writing about (a URL helps), what’s wrong or what you’d like us to address, and how you’d like us to follow up.
What gets a faster reply: factual corrections to tier mechanics, cashback rates, or high-stakes table availability that you’ve verified differently from our coverage; methodology questions; press enquiries from credentialed journalists.
What gets a slower reply: questions we’ve answered on the site (we’ll point you to the page), generic marketing pitches, link-exchange requests, and any request that asks us to remove a critical paragraph in exchange for something.
To Reach 1win (the Operator)
For account-related issues you need 1win directly:
Live chat at 1win.com: the fastest channel. 24/7. Bottom-right of the operator site once logged in. Response times typically under two minutes for English queries.
Account manager (Diamond+ tier): if you have one assigned, your account manager is your primary contact for account-specific issues including escalations, withdrawal limits, custom offers, and dispute handling. Use the dedicated channel established when the manager introduced themselves.
Email (operator): the operator publishes a support email on its site. Reply times typically within 24 hours.
Operator help centre: self-service knowledge base on the 1win site covering deposits, withdrawals, bonuses, KYC, account issues.
If 1win support and your account manager haven’t resolved your issue, the next step is the operator’s formal complaints process, then the Curaçao gaming licence holder. We can’t take that escalation for you, but we can point you to the right channel if you write to us.
Common Things We Can’t Do
Withdraw your money. We have no operator system access. Contact 1win.
Lift your self-exclusion. Self-exclusions are designed not to be reversible quickly. That’s a feature, not a bug.
Tell you your password. Use the password reset on the operator login page.
Issue you a bonus. The bonuses we cover are 1win’s, not ours. We don’t have any bonus codes to give you.
Promote your tier. Tier progression is automatic at the operator and we have no involvement.
Settle a disputed bet, voided bonus, or cashback discrepancy. Contact 1win support and your account manager (if Diamond+).
Get you a custom VIP offer. Account-manager-discretionary offers are between you and your account manager.
Press and Media
For press enquiries: editorial@newzealand-vip.com with “Press” in the subject line. We respond to credentialed journalists within one business day.
We’re available for comment on offshore VIP programmes, high-stakes online casino mechanics, NZ casino regulation as it relates to high-volume play, and the trade-offs of offshore versus Tier-1 versus future NZ-licensed VIP options. We don’t comment on individual operator disputes that we haven’t independently tested.
Operators and Affiliate Partners
For partnership and listing enquiries from licensed New Zealand operators: editorial@newzealand-vip.com with “Operator” in the subject line. We respond within five business days.
We don’t accept paid editorial. We don’t take payment for positive coverage. We do consider listing and review enquiries from operators who meet our methodology criteria, particularly operators with high-stakes capability for the NZ market.
Responsible Gambling Help
If this is about gambling harm rather than a customer service or VIP question, please don’t email us. You’ll get faster, more useful help from people whose job this is.
Gambling Helpline NZ: 0800 654 655. Free. 24/7.
PGF Services: 0800 664 262.
Full list of resources, including specific guidance for high-volume players, on our responsible gambling page.
Privacy
If you email us, we keep your email and reply address for as long as it takes to respond plus a reasonable follow-up period. We don’t add you to a marketing list. We don’t share your email. If you want anything you’ve sent us deleted, ask in a follow-up email and we’ll do it.
In Summary
For newzealand-vip.com (this site): editorial@newzealand-vip.com, two business days.
For 1win (the operator): live chat or account manager, sub-2-minute response on chat.
For gambling harm: 0800 654 655, free, 24/7.