Privacy Policy — Your Data, Our Responsibility
At 11ok, protecting the personal data of our players is a core obligation, not an afterthought. This Privacy Policy explains in clear, formal terms exactly what information we collect, why we collect it, how it is stored and secured, and what rights you hold over your own data. We encourage you to read this document in full.
Privacy at a Glance
Our Core Privacy Commitments
The cards below summarise the six privacy principles that guide every data decision at 11ok. They do not replace the detailed sections that follow, but they give you an immediate sense of where we stand on data protection.
11ok collects only the personal data that is strictly necessary for operating the platform, verifying identities, processing payments, and fulfilling legal obligations. We do not collect data speculatively or for purposes beyond those described in this policy.
All data transmitted between your device and the 11ok platform is protected using TLS 1.3 encryption. Sensitive data held at rest — including payment details and identity documents — is encrypted using AES-256 standards. Your information is never stored in plain text.
11ok does not sell, rent, or trade your personal data to third parties for marketing or commercial purposes. Data is shared only with trusted service providers who are contractually bound to process it solely on our behalf, and only to the extent necessary to deliver the services you use.
You have the right to access, correct, port, and request deletion of your personal data at any time. 11ok will respond to all verified data subject requests within 30 days. Submit your request via live chat or email to our support team and we will guide you through the process.
11ok uses cookies and similar technologies strictly for session management, platform performance, and aggregate analytics. We do not use third-party advertising cookies or behavioural tracking cookies. You may manage your cookie preferences through your browser settings at any time.
If you have any question about how 11ok handles your data, our support team is available around the clock via live chat. For formal data protection enquiries, you may also write to us at [email protected]. We aim to acknowledge all privacy-related messages within one business day.
Section 1
Information We Collect
Data You Provide Directly
When you register a 11ok account, you provide us with personal information that is necessary to create and maintain your account. This includes your full legal name, date of birth, email address, username, and password. You may also provide a mobile phone number for two-factor authentication purposes. During the identity verification (KYC) process, you will be required to upload copies of government-issued identity documents such as a National Identity Card (NID) or passport, and may be asked to provide proof of your payment method (for example, a screenshot confirming ownership of your bKash or Nagad account).
When you contact the 11ok customer support team, the content of your messages — whether submitted via live chat or email — is retained to enable us to resolve your query and to maintain an accurate record of our communications with you. This may include transaction references, account details you share voluntarily, and any attachments you submit.
Data Collected Automatically
When you access and use the 11ok platform, certain technical data is collected automatically. This data is necessary for the secure operation of the platform, for fraud prevention, and for improving the quality of the service we provide.
| Data Type | Examples | Purpose |
|---|---|---|
| Device & Browser Data | Device type, operating system, browser version, screen resolution | Platform compatibility, fraud detection |
| Network Data | IP address, approximate geographic location (city/region level), ISP | Jurisdiction compliance, suspicious activity detection |
| Usage Data | Pages visited, games played, session duration, click events, bet history | Service improvement, responsible gaming monitoring |
| Transaction Data | Deposit amounts, withdrawal amounts, payment method references, timestamps | Payment processing, fraud prevention, regulatory compliance |
| Cookie & Session Data | Session tokens, preference cookies, analytics identifiers | Session management, platform performance, aggregate analytics |
Data From Third Parties
In certain circumstances, 11ok may receive personal data about you from third parties. This occurs primarily in the context of payment processing (where bKash, Nagad, Rocket, Upay, Visa, and Mastercard may confirm transaction details or flag disputed transactions), and identity verification (where third-party KYC service providers may return verification outcomes based on the documents you have submitted). In all such cases, third parties are contractually required to share only the minimum data necessary for the specific purpose, and to comply with applicable data protection standards.
Section 2
How We Use Your Data
11ok processes personal data only for specific, explicit, and legitimate purposes. We do not use your data in ways that are incompatible with the purposes described below. Where we intend to use your data for a new purpose that is materially different from those listed here, we will notify you in advance and, where required, seek your consent.
- Creating, maintaining, and securing your 11ok player account
- Processing deposits and withdrawals via bKash, Nagad, Rocket, Upay, Visa, and Mastercard
- Verifying your identity and age in accordance with KYC obligations
- Settling sports bets and casino game outcomes accurately
- Providing 24/7 customer support via live chat and email
- Sending essential account notifications (password resets, security alerts)
- Detecting, investigating, and preventing fraud, money laundering, and other financial crimes
- Enforcing the 11ok Terms & Conditions and responsible gaming policies
- Complying with applicable laws and responding to lawful requests from authorities
- Monitoring gameplay patterns to identify signs of problem gambling and intervene appropriately
- Enforcing self-exclusion arrangements and deposit limits
- Maintaining audit logs for dispute resolution and regulatory purposes
Marketing Communications
With your consent, 11ok may use your email address and, where provided, your mobile number to send you information about promotions, bonuses, and seasonal offers — such as those tied to the BPL, IPL, T20 World Cup, Eid, or Pohela Boishakh. You may withdraw your consent to receive marketing communications at any time by updating your preferences in your account settings or by contacting the support team. Withdrawal of marketing consent does not affect the lawfulness of any processing that took place before the withdrawal.
Automated Decision-Making
11ok uses automated processes to support certain decisions, including fraud scoring, responsible gaming alerts, and account risk assessment. Where an automated decision produces a significant effect on your account (for example, a temporary suspension triggered by a fraud alert), you have the right to request human review of that decision by contacting the support team. We will review all such requests promptly and fairly.
Section 3
Cookies & Tracking Technologies
| Cookie Category | Purpose | Retention | Third Party? |
|---|---|---|---|
| Strictly Necessary | Session authentication, CSRF protection, load balancing | Session only | No |
| Functional | Remembering language preferences, layout preferences, last-used payment method | Up to 12 months | No |
| Analytics | Aggregate page-view counts, feature usage statistics, error reporting | Up to 13 months | Limited (anonymised) |
Managing Cookies
You may control and manage cookies through your web browser's settings. Most modern browsers allow you to block all cookies, block third-party cookies only, or delete cookies that have already been stored. Please be aware that disabling strictly necessary cookies will impair the functionality of the 11ok platform — for example, you may be unable to maintain a logged-in session or complete payment transactions. Disabling functional or analytics cookies will not affect core platform access but may result in a less personalised experience.
For detailed instructions on managing cookies in your specific browser, please refer to the help documentation provided by the browser manufacturer. Common browsers used by players in Bangladesh — including Google Chrome, Mozilla Firefox, Microsoft Edge, and Samsung Internet — all provide accessible cookie management interfaces.
Section 4
Sharing of Personal Data
11ok operates with a small network of trusted service providers who assist in delivering the platform's services. Each provider is engaged under a formal data processing agreement that restricts their use of your data to the specific purpose for which it was shared and requires them to implement appropriate security measures. The categories of third party with whom data may be shared are set out below.
- Payment processors — bKash, Nagad, Rocket, Upay, Visa, and Mastercard receive transaction data necessary to process deposits and withdrawals
- KYC/identity verification providers — receive copies of identity documents to perform age and identity checks on our behalf
- Game content providers — providers such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, and Spribe receive a player session token to load game content; they do not receive your name or contact details
- Fraud prevention services — specialist providers who assist with detecting and preventing fraudulent account activity and suspicious transactions
- Cloud infrastructure providers — hosting and database services that store platform data on encrypted, access-controlled servers
In certain circumstances, 11ok may be legally required to disclose personal data to regulatory or law enforcement authorities. Such disclosures will only be made:
- In response to a valid court order, subpoena, or other lawful legal process
- Where required to prevent or detect serious crime, including fraud and money laundering
- Where necessary to protect the vital interests of a player or another person
- Where required to comply with applicable anti-money laundering (AML) reporting obligations
Where legally permitted, 11ok will notify the affected player of any such disclosure at the earliest available opportunity.
Section 5
Data Security Measures
11ok implements a layered security architecture designed to protect your personal data against unauthorised access, loss, destruction, alteration, or disclosure. Our security programme covers technical controls, organisational policies, and ongoing staff training. While no system can guarantee absolute security, we apply industry-standard measures consistently across all platform components.
All data in transit between your device and 11ok servers is encrypted using Transport Layer Security version 1.3, the current industry gold standard for web encryption.
Sensitive data stored on 11ok servers — including identity documents and payment references — is encrypted at rest using AES-256 bit encryption. Decryption keys are stored separately with strict access controls.
Access to player data within 11ok's internal systems is restricted on a strict need-to-know basis. All internal access is logged, audited regularly, and protected by multi-factor authentication for staff accounts.
11ok operates 24/7 security monitoring covering intrusion detection, anomalous behaviour alerts, and automated threat response. Security incidents are assessed and escalated according to a documented incident response plan.
Your Responsibility
While 11ok takes all reasonable steps to protect your personal data on our side, the security of your account also depends on the actions you take. You are responsible for keeping your login credentials confidential, choosing a strong and unique password, enabling two-factor authentication where available, and logging out of your account when using shared or public devices. If you suspect that your account has been compromised, contact the 11ok support team immediately via live chat so that we can take protective action.
Data Breach Notification
In the unlikely event of a personal data breach that is likely to result in a risk to your rights and freedoms, 11ok will notify affected players without undue delay once the breach has been confirmed and assessed. Notification will be made via the email address registered to your account. The notification will describe the nature of the breach, the categories and approximate number of individuals affected, the likely consequences, and the measures taken or proposed to address the breach.
Section 6
Data Retention
11ok retains personal data only for as long as is necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting obligations. When data is no longer required for any legitimate purpose, it is securely deleted or anonymised. The retention periods applied to the main categories of personal data are set out in the table below.
| Data Category | Retention Period | Reason |
|---|---|---|
| Account registration data | Duration of account plus 5 years after closure | Anti-money laundering and fraud prevention obligations |
| KYC / identity documents | Duration of account plus 5 years after closure | Regulatory compliance and dispute resolution |
| Transaction records | 7 years from transaction date | Financial record-keeping and regulatory requirements |
| Betting and gaming history | Duration of account plus 3 years after closure | Dispute resolution and responsible gaming auditing |
| Customer support communications | 3 years from date of communication | Quality assurance and dispute reference |
| Marketing consent records | Until consent is withdrawn plus 3 years | Evidence of lawful processing basis |
| Session and analytics data | 13 months from collection | Platform performance optimisation |
Where an account is closed following a finding of fraud, money laundering, or other serious misconduct, data may be retained for a longer period where required by law or where it is necessary to protect the legitimate interests of 11ok or third parties. In such cases, access to the retained data is restricted to the compliance team on a strictly controlled basis.
Section 7
Your Privacy Rights
You have the right to request a copy of all personal data that 11ok holds about you. We will provide this in a structured, commonly used, and machine-readable format. The first copy is provided free of charge; additional copies may attract a reasonable administrative fee.
If any personal data we hold about you is inaccurate or incomplete, you have the right to request that it be corrected. You can update most account details directly within your account settings; for changes to identity-verified fields (such as your legal name or date of birth), please contact the support team.
You may request deletion of your personal data where it is no longer necessary for the purposes for which it was collected, where you withdraw consent (and no other legal basis applies), or where you object to processing and there is no overriding legitimate interest. Note that legal retention obligations may prevent immediate deletion of certain data categories.
In certain circumstances — such as where you contest the accuracy of your data or have objected to processing — you may request that 11ok restrict the processing of your personal data. During a restriction period, your data will be stored but not otherwise processed without your consent.
Where processing is based on your consent or on a contract with you, and is carried out by automated means, you have the right to receive your personal data in a structured, commonly used, machine-readable format and to transmit that data to another controller where technically feasible.
You have the right to object at any time to the processing of your personal data for direct marketing purposes. You may also object to processing carried out on the basis of legitimate interests, though such objections are subject to a balancing assessment. All objections will be considered fairly and promptly.
Section 8
Contact & Data Enquiries
11ok is committed to handling all privacy-related enquiries with the same level of care and transparency that we apply to our platform operations. If you have a question about this Privacy Policy, wish to exercise any of the rights described in Section 7, or have a concern about the way your personal data has been handled, please use one of the contact channels below.
For general support queries, our team is available 24 hours a day, 7 days a week via live chat on the platform. For formal data protection requests or complaints, we recommend contacting us by email so that a written record of your request is established from the outset. We aim to acknowledge all privacy-related emails within one business day and to provide a substantive response within 30 calendar days.
For formal data subject requests, privacy complaints, or any written enquiry relating to this Privacy Policy, contact the 11ok data support team at:
Please include your registered username and a brief description of your request in the subject line to help us route and prioritise your message correctly. Do not include your password or full payment card details in any email communication.
For immediate assistance with privacy matters or to initiate a data request verbally, our support agents are available around the clock via the live chat function on the 11ok platform. Live chat is available in English and is staffed by trained agents familiar with our data protection obligations.
- Available 24/7, including weekends and public holidays in Bangladesh
- Average first response time: under 3 minutes
- Transcript of chat session available on request for your records
- Agents can escalate complex data requests to the compliance team directly
Policy Updates
11ok reserves the right to update this Privacy Policy from time to time to reflect changes in our data processing practices, applicable law, or the structure of the platform. When we make material changes to this policy, we will notify registered players via email at least 14 days before the changes take effect. The updated policy will also be published on this page with a revised effective date. Your continued use of the 11ok platform after the effective date of any updated policy constitutes acceptance of the revised terms. We encourage you to review this page periodically to stay informed about how we protect your data.
Governing Interpretation
This Privacy Policy is written in English. In the event of any discrepancy between this English-language version and any translated summary or communication, the English-language version shall prevail. This policy is governed by the applicable data protection framework of the jurisdiction in which 11ok operates as an international online gaming platform.
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