FashionTV Club Contact

The fastest way to get an answer is to open live chat from inside your account. The team can see your account context immediately, which usually shaves a couple of steps off the conversation. For anything that needs documents or a longer thread, email is a better fit. We aim to respond to every email within a few hours during NZ daytime and within twelve hours at most.

Before reaching out, take a quick look at the Help Center. Most questions about deposits, withdrawals, bonuses and verification are answered there, and you will usually find what you need without waiting for a reply.

The fastest channel is live chat, which is open around the clock from inside your account. The team can usually pick up a chat within a couple of minutes outside peak hours, and within five to ten minutes during the busiest weekend evenings. Email is staffed for New Zealand business hours and into the evening, with most replies arriving within a few hours and the rest within twelve hours at most. Compliance, privacy and account closure requests are handled in writing for your protection and typically take one to two working days.

Live chat is the right channel for cashier questions, bonus credit issues, password resets and anything time sensitive. Email is better for anything that needs documents attached, a longer thread or a written record. The two channels share the same ticketing system so the team can pick up where the previous agent left off without you needing to repeat yourself.

The single best way to get a fast resolution is to include the right details up front. The team will always need your username or registered email to look up the account. For deposit or withdrawal questions, the transaction reference and approximate time speed things up significantly. For bonus credit questions, the offer name and the deposit details solve the issue in most cases. Screenshots help when something is visual, such as an unexpected error message or a balance that is not updating as expected.

Open one ticket per topic rather than mixing several issues into a single thread. Each ticket is assigned to a specialist who can resolve it end to end, and combining unrelated topics slows everyone down. If a follow up is needed, reply on the original thread rather than starting a new one so the history travels with you.

If something has gone wrong and our front line team cannot resolve it to your satisfaction, the formal complaints process is available to you. Submit a written complaint to the Contact email above, including your username, the nature of the issue, the date and time and any supporting documentation. The complaints team will acknowledge receipt within one working day and provide a full response within five working days. If you remain unhappy with the outcome, you can escalate the complaint to the relevant licensing authority. The contact details for the regulator are available on request from our team.