Privacy Policy — 11ak Data Protection

1 Information We Collect

11ak collects personal information from you in a number of ways — directly when you register and use the platform, automatically when you browse and play, and occasionally from third-party sources for verification and fraud prevention purposes. The categories of personal data we collect are described below.

1.1 Registration & Account Information

When you create a 11ak account, we collect the personal details you provide during the registration process. This includes your full legal name, date of birth, residential address, email address, and mobile phone number. This information is required to establish your account identity, enforce our 18+ age restriction, and comply with applicable player verification standards.

1.2 Identity Verification Documents

As part of our Know Your Customer (KYC) process, 11ak may request copies of government-issued identity documents — such as a National Identity Card (NID), passport, or driving licence — together with proof of residential address such as a recent utility bill or bank statement. Where payment method ownership verification is required, documentation confirming that the payment account belongs to you may also be requested. These documents are processed securely and retained only for as long as required.

1.3 Financial & Transaction Data

We collect details of all financial transactions carried out on your 11ak account. This includes deposit amounts, withdrawal requests, payment method identifiers (such as your registered bKash or Nagad mobile number, or masked card numbers), transaction timestamps, and transaction reference numbers. Full payment credentials — such as complete card numbers or mobile wallet PINs — are never stored by 11ak directly; these are processed exclusively by our payment partners.

1.4 Gameplay & Betting Data

We record details of your activity on the platform including game sessions played, bet amounts, game outcomes, sports markets wagered on, bonus usage, and session duration. This data is used to manage your account, calculate balances, fulfil regulatory reporting obligations, and to identify responsible gaming concerns where relevant.

1.5 Technical & Device Data

When you access the 11ak platform, we automatically collect technical information about the device and connection you are using. This includes your IP address, browser type and version, operating system, device identifiers, screen resolution, time zone setting, and referring URLs. This data helps us maintain platform security, detect suspicious access patterns, and improve the user experience.

1.6 Communications Data

When you contact 11ak customer support — whether via live chat, email, or any other channel — we retain records of those communications, including the content of messages, timestamps, and the nature of the enquiry or complaint. This allows us to track resolution of issues and maintain a consistent support experience.

2 How We Use Your Data

11ak uses the personal data we collect for specific, legitimate purposes. We do not sell your personal data to third parties for their own marketing purposes. The primary purposes for which we use your data are described below.

• Account Management: To create, maintain, and administer your 11ak player account, including processing deposits and withdrawals, calculating balances, applying bonuses, and providing access to games and sports betting markets.
• Identity Verification & Age Compliance: To verify your identity and confirm that you meet the minimum age requirement of 18 years. 11ak is committed to preventing underage gambling and uses identity data for this purpose at registration and at any subsequent point during the account lifecycle.
• Fraud Prevention & Security: To detect, investigate, and prevent fraudulent transactions, money laundering, account takeover attempts, and other prohibited conduct. Your IP address, device data, and transaction patterns are analysed for this purpose on an ongoing basis.
• Customer Support: To respond to your enquiries, resolve complaints, and provide assistance through live chat and email support. Communications data is retained to ensure continuity and quality of support.
• Responsible Gaming: To monitor gameplay patterns for signs of problem gambling behaviour — such as rapid loss escalation, long uninterrupted sessions, or repeated self-exclusion requests — and to proactively offer responsible gaming tools where appropriate.
• Marketing Communications: To send you promotional offers, bonus notifications, and news about 11ak — but only where you have opted in to receive such communications. You may withdraw consent to marketing at any time by contacting support or adjusting your account notification settings.
• Platform Improvement: To analyse aggregated, anonymised usage data to improve the design, performance, and game offering of the 11ak platform. No individually identifiable data is used for this purpose.
• Legal & Regulatory Compliance: To fulfil our obligations under applicable law, including maintaining records of transactions, responding to lawful requests from authorities, and enforcing our Terms & Conditions.

3 Data Sharing & Disclosure

11ak does not sell, rent, or trade your personal data to any third party for commercial gain. We share your data only in the limited circumstances described below, and only to the extent necessary for the stated purpose.

3.1 Payment Service Providers

To process deposits and withdrawals, 11ak shares the minimum necessary payment-related data with our authorised payment partners. These include bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank, Islami Bank, Sonali Bank, Visa, and Mastercard. Each of these partners is subject to their own privacy and data security obligations and handles your data solely for the purpose of processing your transaction.

3.2 Identity Verification Partners

Where identity verification is required as part of the KYC process, 11ak may share your submitted identity documents with trusted third-party verification service providers. These providers process your data solely for the purpose of confirming your identity and age and are bound by strict confidentiality obligations.

3.3 Game Technology Providers

Game content on the 11ak platform is supplied under licence from third-party studios including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi. These providers may receive technical session data — such as session tokens, game results, and bet records — necessary for the delivery and integrity of their games. They do not receive your full personal profile.

3.4 Legal & Regulatory Authorities

11ak may be required by law, court order, or the request of a competent government or regulatory authority to disclose personal data about specific users. In such cases, we will disclose only the minimum information required to comply with the lawful request. Where permitted by applicable law, we will endeavour to notify the affected user before disclosing their data.

3.5 Business Transfers

In the event that 11ak undergoes a merger, acquisition, restructuring, or sale of all or a portion of its assets, player data may be transferred to the acquiring entity as part of that transaction. In such circumstances, we will provide notice via the platform and, where required, seek fresh consent from affected players.

4 Cookies & Tracking Technologies

The 11ak platform uses cookies and similar tracking technologies to operate correctly, enhance your user experience, and gather analytical insights about platform usage. A cookie is a small text file placed on your device by your browser when you visit a website. Cookies do not contain viruses or malware and cannot execute code on your device.

4.1 Types of Cookies We Use

• Strictly Necessary Cookies: These cookies are essential for the platform to function correctly. They manage your login session, maintain your account authentication state, and ensure the security of your session. These cookies cannot be disabled without breaking core platform functionality.
• Functional Cookies: These cookies remember your preferences — such as your chosen language, display settings, and notification preferences — so that you do not need to reconfigure them on each visit.
• Analytical Cookies: These cookies collect anonymised data about how users navigate the 11ak platform — including which pages are visited most frequently, where users drop off, and how long sessions last. This data is used exclusively to improve platform design and performance. No individual user is identified by analytical cookie data.
• Security & Fraud Prevention Cookies: These cookies help 11ak identify and investigate potentially fraudulent or abusive access patterns, including multiple account creation attempts from the same device or IP range.

4.2 Managing Cookies

You may adjust your browser settings to refuse or delete cookies at any time. Most modern browsers — including Chrome, Firefox, Safari, and Edge — allow you to manage cookie preferences through their settings menus. Please note that disabling strictly necessary cookies will prevent you from logging into your 11ak account and using core platform features. Disabling analytical or functional cookies will not affect your ability to use the platform but may reduce the quality of the experience.

5 Data Retention

11ak retains your personal data for as long as is necessary to fulfil the purposes for which it was collected, or for as long as we are legally required to retain it — whichever is longer. The retention periods we apply are as follows:

Once the applicable retention period has expired, personal data is securely deleted or irreversibly anonymised. Anonymised data — from which no individual can be identified — may be retained indefinitely for aggregated platform analytics purposes.

Where an account is subject to an active investigation — whether internal or by a third-party authority — data relevant to that investigation will be preserved until the investigation is fully concluded, regardless of the standard retention period.

6 Data Security Measures

11ak takes the security of your personal data seriously and applies industry-standard technical and organisational measures to protect it against unauthorised access, accidental loss, destruction, or disclosure. Our key security practices include the following:

• SSL / TLS Encryption: All data transmitted between your device and the 11ak platform is encrypted using SSL/TLS protocols. The padlock icon visible in your browser confirms that your connection is encrypted at all times while using the platform.
• Encrypted Data Storage: Sensitive personal data — including identity documents and financial records — is stored in encrypted form on our servers. Encryption keys are managed separately from the data they protect.
• Access Controls: Access to personal data within 11ak's systems is restricted to authorised personnel on a strict need-to-know basis. All staff with access to player data are subject to confidentiality obligations and receive data protection training.
• Two-Factor Authentication (2FA): 11ak strongly encourages all players to enable two-factor authentication on their accounts for an additional layer of login security. 2FA settings are available within your account security preferences.
• Intrusion Detection: Our platform is monitored continuously for unusual access patterns, brute-force login attempts, and other potential security incidents. Automated alerts escalate suspicious activity for immediate investigation.
• Payment Security: Full payment credentials — such as complete card numbers or mobile wallet PINs — are never stored on 11ak's own servers. All payment processing is handled by PCI-DSS-compliant payment partners.

While 11ak implements robust security measures, no internet-based platform can guarantee absolute security. You are responsible for maintaining the security of your own device and credentials. If you suspect that your 11ak account has been compromised, contact support immediately via live chat or by emailing [email protected].

7 Your Privacy Rights

As a player on the 11ak platform, you hold a number of rights in relation to the personal data we hold about you. These rights are set out below. To exercise any of these rights, please contact our support team via live chat or by emailing [email protected]. We will respond to all valid requests within a reasonable timeframe.

• Right of Access: You have the right to request a copy of the personal data we hold about you, along with information about how that data is used and with whom it has been shared. We will provide this information in a clear, accessible format.
• Right to Rectification: If any personal data we hold about you is inaccurate or incomplete, you have the right to request that it be corrected. You may update many of your account details directly through your account settings dashboard; for changes to core identity data, please contact support.
• Right to Erasure: In certain circumstances, you have the right to request that we delete the personal data we hold about you. This right is not absolute — we may be required to retain certain data for legal, regulatory, or security reasons — but we will delete all data that we are not legally obliged to retain upon a valid erasure request following account closure.
• Right to Restriction of Processing: You may request that we restrict the processing of your data in certain circumstances — for example while the accuracy of the data is being verified, or where you have objected to processing and a determination is pending.
• Right to Object: You have the right to object to the processing of your personal data where that processing is based on our legitimate interests. You also have an unconditional right to object to the use of your data for direct marketing purposes at any time.
• Right to Data Portability: Where data is processed on the basis of your consent or for the performance of a contract, and where technically feasible, you have the right to receive your personal data in a structured, machine-readable format for transfer to another service provider.
• Right to Withdraw Consent: Where we process your data on the basis of your consent — for example for marketing communications — you may withdraw that consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.

8 Contact & Policy Updates

8.1 How to Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way 11ak handles your personal data, please contact our support team through any of the following channels:

• Live Chat: Available 24/7 directly through the 11ak platform. This is the fastest way to reach us.
• Email: [email protected] — we aim to respond to all privacy-related enquiries within 4 hours during Bangladesh Standard Time support hours (8:00 AM – 12:00 AM BST, UTC+6).

For formal data rights requests — such as access requests, erasure requests, or objections to processing — please use the email channel and include "Privacy Rights Request" in the subject line along with the full name and email address associated with your 11ak account. This will help us locate your records and process your request efficiently.

8.2 Updates to This Privacy Policy

11ak reviews and updates this Privacy Policy periodically to reflect changes in our data practices, platform functionality, or applicable legal requirements. When we make a material change to this policy, we will publish the updated version on this page with a revised effective date, and — where the change significantly affects how we use your data — we will notify you by email to the address registered to your account.

We encourage you to review this Privacy Policy periodically so that you remain informed about how 11ak protects your data. The effective date at the top of this page indicates when the policy was last updated. Your continued use of the 11ak platform following the publication of an updated policy constitutes your acknowledgement of the changes.