How to Reach Us — Bonus Questions, Feedback, and Where to Get Help With Your 1win Account
Two Different Things — Read This First
newzealand1win.com is an independent affiliate site that publishes bonus mechanics and promotional coverage of 1win 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 bonus disputes, or escalate complaints to the operator on your behalf.
For everything else — feedback on a bonus guide, questions about wagering math we’ve published, factual corrections, methodology questions, press enquiries — we’re the right people, and the details below are for us.
To Reach Our Editorial Team
Email: editorial@newzealand1win.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 bonus mechanics or wagering math, methodology questions, press enquiries from credentialed journalists, queries about why we’ve covered or not covered a particular bonus structure.
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.
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 hasn’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.
Activate a promo code on your behalf. Codes apply at the deposit step on the operator site, not through us.
Settle a disputed bet or voided bonus. Contact 1win support, then the operator’s formal complaints process if needed.
Press and Media
For press enquiries: editorial@newzealand1win.com with “Press” in the subject line. We respond to credentialed journalists within one business day.
We’re available for comment on offshore casino bonus mechanics, NZ casino regulation, wagering structures across operators, and the marketing-vs-reality gap on welcome bonuses. 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@newzealand1win.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.
Responsible Gambling Help
If this is about gambling harm rather than a customer service or bonus 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 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 newzealand1win.com (this site): editorial@newzealand1win.com, two business days.
For 1win (the operator): live chat on the 1win site, sub-2-minute response.
For gambling harm: 0800 654 655, free, 24/7.