app11 Privacy Policy

This Privacy Policy is published by app11, the operator of the online betting and casino platform available at app11.one. app11 is committed to protecting the personal data of all registered users, prospective users, and visitors to the platform in Bangladesh.

This Policy describes the personal information we collect, the reasons we collect it, how it is processed and stored, the circumstances under which it may be shared with third parties, and the rights available to you as a data subject. It applies to all interactions with the app11 platform, whether accessed via a web browser on desktop or mobile.

By registering an account on app11 or continuing to use the platform after this Policy has been updated, you acknowledge that you have read and understood the data practices described herein. If you do not agree with any aspect of this Policy, you should discontinue use of the platform and contact our support team to arrange account closure.

This Policy should be read alongside the app11 Terms & Conditions, which form the primary user agreement governing your relationship with app11. Definitions used in the Terms & Conditions carry the same meaning in this Policy unless otherwise stated.

app11 collects personal data across several categories depending on how you interact with the platform. The categories of personal data we may collect and process are set out below:

app11 does not intentionally collect sensitive personal data such as racial or ethnic origin, political opinions, religious beliefs, health records (outside of responsible gaming self-declarations), or biometric data. If any such data is inadvertently received, it will be deleted promptly.

app11 collects personal data through the following channels and mechanisms:

• Direct Submission: Data you provide when registering an account, completing KYC verification, submitting a support request, or updating your account profile. This is the primary source of identity and contact data.
• Automated Platform Collection: Technical and usage data collected automatically each time you access the app11 platform, via server logs, session tracking, and browser-side analytics tools. This includes IP address, device fingerprint, and session behaviour metrics.
• Payment Processors: Transaction confirmation data received from bKash, Nagad, Rocket, and Upay when you initiate a deposit or withdrawal. app11 receives only the information necessary to match a payment to your account — we do not receive or store full mobile banking credentials.
• Identity Verification Services: Where app11 uses a third-party identity verification partner to cross-check NID or passport details against official records, that partner may return a verification status and data accuracy report. The raw document data remains with app11 for the retention period specified in Section 7.
• Cookies and Tracking Technologies: As described in Section 9, app11 uses cookies, local storage, and similar technologies to maintain session state, personalise your experience, and collect analytics data. See Section 9 for full details of cookie categories and your opt-out options.
• Inferred Data: app11 may infer certain characteristics — such as preferred game category or preferred deposit method — from your historical transaction and usage data. These inferences are used solely to personalise the platform experience and are not shared externally.

app11 processes your personal data only for the specific, legitimate purposes listed below. We do not process your data in a manner that is incompatible with these stated purposes without first obtaining your explicit consent:

• Account Management: To create, maintain, and administer your registered account on the app11 platform, including processing login authentication, managing account balances, and applying bonus credits.
• Payment Processing: To process deposits made via bKash, Nagad, Rocket, or Upay; to execute withdrawal requests to your registered mobile wallet account; and to maintain accurate financial records of all transactions in BDT.
• Identity Verification (KYC): To verify your identity and age in compliance with responsible gaming obligations, to prevent underage gambling, and to meet anti-money laundering due diligence requirements applicable to the financial services sector in Bangladesh.
• Fraud and Security: To detect, investigate, and prevent fraudulent activity, account takeover attempts, bonus abuse, multi-accounting, money laundering, and any other prohibited conduct as defined in the app11 Terms & Conditions.
• Customer Support: To respond to enquiries, resolve disputes, process complaints, and provide technical assistance via live chat and email at [email protected].
• Platform Improvement: To analyse aggregate usage patterns, identify technical issues, improve the layout and features of the platform, and develop new betting markets and casino game categories based on player demand.
• Responsible Gaming: To monitor betting and gaming behaviour for signs of problem gambling, to administer deposit limit and self-exclusion requests, and to comply with responsible gaming best practices.
• Legal Compliance: To comply with applicable laws and regulations, respond to lawful requests from competent authorities, and retain records for the minimum periods required under applicable financial and data protection law.
• Marketing Communications: To send you promotional offers, bonus notifications, and platform news via SMS or email, where you have not opted out of such communications. You may withdraw marketing consent at any time via account settings or by contacting support.

app11 relies on the following legal bases when processing your personal data:

• Contractual Necessity: The majority of data processing carried out by app11 is necessary for the performance of the User Agreement between you and app11. Without processing your identity, contact, financial, and transactional data, app11 cannot operate your account or deliver the Services.
• Legitimate Interests: app11 processes technical and usage data, and conducts fraud and security monitoring, on the basis of its legitimate interests in operating a secure, fair, and commercially viable gambling platform. These interests are balanced against your privacy rights, and we take steps to minimise the data collected to what is strictly necessary.
• Legal Obligation: app11 processes identity verification documents, retains transaction records, and cooperates with lawful authority requests on the basis of legal obligations applicable to operators of financial services platforms in Bangladesh.
• Consent: Where app11 processes data for marketing communications or optional analytics cookies, we rely on your freely given, informed consent. You may withdraw consent for these specific processing activities at any time without affecting the lawfulness of processing carried out prior to withdrawal.

app11 does not sell, rent, or trade your personal data to third parties for their own commercial purposes. Data sharing occurs only in the limited circumstances described below:

• Payment Processing Partners: Transaction data is shared with bKash, Nagad, Rocket, and Upay solely to the extent required to process deposits and withdrawals. These providers operate under their own privacy policies and data protection obligations.
• Identity Verification Providers: Where app11 uses a third-party service to verify NID or passport details, the relevant identity data is transmitted securely to that provider for the sole purpose of completing the verification check. The provider is contractually prohibited from using this data for any other purpose.
• Game Content Providers: Technical session identifiers may be shared with game studio partners such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi to load game sessions and record game round outcomes. These providers do not receive your full identity or financial data.
• Analytics and Platform Services: Aggregated, anonymised usage data may be shared with platform analytics providers to support site performance monitoring and improvement. This data does not contain personally identifiable information.
• Legal and Regulatory Authorities: app11 may disclose personal data to competent government authorities, law enforcement agencies, or courts in Bangladesh where required to do so by law, court order, or lawful regulatory request. app11 will notify you of any such disclosure where legally permitted to do so.
• Business Transfers: In the event of a merger, acquisition, or sale of all or substantially all of the assets of app11, your personal data may be transferred to the acquiring entity. You will be notified of any such transfer and given the opportunity to close your account prior to the transfer taking effect.

app11 retains personal data only for as long as is necessary to fulfil the purposes for which it was collected, or as required by applicable law. The following retention periods apply:

Upon expiry of the applicable retention period, personal data is securely deleted or irreversibly anonymised. Anonymised data retained beyond the stated periods cannot be used to re-identify any individual and is not subject to this Policy.

app11 implements a comprehensive set of technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures include:

• 256-bit SSL/TLS Encryption: All data transmitted between your browser or app and the app11 servers is encrypted in transit using industry-standard TLS encryption. The app11 platform enforces HTTPS on every page.
• Password Hashing: User passwords are never stored in plain text. All passwords are processed through a one-way cryptographic hashing algorithm with per-user salt values before being stored in the app11 database.
• Two-Step Verification: app11 offers SMS-based two-step verification for account login. We strongly encourage all users to enable this feature to add a second layer of protection against unauthorised account access.
• Access Controls: Access to personal data within the app11 organisation is restricted on a strict need-to-know basis. Customer support agents, for example, can view account status and transaction summaries but do not have access to stored document images unless conducting a formal KYC review.
• Infrastructure Security: The app11 platform infrastructure is hosted in secured data centres with physical access controls, redundant power systems, and 24/7 monitoring. Regular vulnerability assessments and penetration testing are conducted to identify and remediate security weaknesses.
• Incident Response: In the event of a data security breach that is likely to affect your rights and freedoms, app11 will notify affected users without undue delay and will take immediate steps to contain the breach, assess the impact, and remediate the underlying vulnerability.

app11 uses cookies and similar client-side storage technologies to operate the platform, maintain session state, prevent fraud, and improve user experience. The following categories of cookies are used:

You may manage cookie preferences through your browser settings. Disabling strictly necessary cookies will prevent the app11 platform from functioning correctly and you will not be able to maintain a logged-in session. Disabling analytics cookies will not affect your ability to use the platform.

app11 does not use third-party advertising cookies or share cookie data with external advertisers. The app11 platform does not currently display third-party advertising content.

As a data subject whose personal data is processed by app11, you hold the following rights in relation to your personal information. To exercise any of these rights, please contact the app11 support team using the details in Section 13:

• Right of Access: You have the right to request a copy of all personal data that app11 holds about you. We will respond to verified access requests within 30 days. Access requests are free of charge for the first copy; a reasonable administrative fee may apply to subsequent requests within the same 12-month period.
• Right to Rectification: If any personal data held by app11 is inaccurate or incomplete, you have the right to request that it be corrected. Minor account details such as your registered mobile number or email address can be updated directly via your account profile page.
• Right to Erasure: You may request the deletion of your personal data where it is no longer necessary for the purposes for which it was collected, where you have withdrawn consent, or where the processing is unlawful. Note that erasure requests may be declined where retention is required by applicable law — for example, transaction records subject to the 5-year retention period described in Section 7.
• Right to Restriction: You may request that app11 restricts the processing of your personal data in certain circumstances — for example, where you contest the accuracy of the data or where you have objected to processing pending verification of whether app11's legitimate grounds override your interests.
• Right to Object: You have the right to object to processing carried out on the basis of legitimate interests, including fraud monitoring and analytics, where your individual circumstances warrant it. You also have an unconditional right to object to processing for direct marketing purposes, which will be actioned immediately upon receipt of your objection.
• Right to Data Portability: Where processing is carried out on the basis of your consent or contractual necessity and is performed by automated means, you have the right to receive your personal data in a structured, commonly used, machine-readable format (CSV or JSON) upon request.
• Right to Withdraw Consent: Where app11 relies on consent as the legal basis for any processing activity (primarily marketing communications and analytics cookies), you may withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.

app11 operates a strict 21+ age policy. The platform is not intended for use by individuals under the age of 21, and app11 does not knowingly collect or process personal data belonging to individuals below this minimum age threshold.

During the registration process, all users are required to confirm that they are at least 21 years of age. Where there is reasonable doubt as to a user's age — for example, where the date of birth provided during registration appears inconsistent with other submitted data — app11 will require documentary proof of age before the account is activated.

If app11 becomes aware that personal data has been collected from an individual under the age of 21 without the knowledge of a parent or guardian, all data associated with that account will be deleted promptly and the account will be permanently closed. Any deposits made by the underage user will be returned to the originating mobile wallet after deduction of any withdrawals that have already been processed.

Parents and guardians who believe that a minor in their care has registered an account on app11 are encouraged to contact the support team immediately at [email protected]. app11 will cooperate fully to close the account and return any funds as quickly as possible.

app11 reserves the right to update or amend this Privacy Policy at any time to reflect changes in applicable law, regulatory guidance, or our data processing practices. When material changes are made, app11 will notify registered users via SMS to the mobile number on file or by displaying a prominent notice on the platform homepage for a period of at least 7 days prior to the changes taking effect.

The effective date displayed at the top of this document will be updated each time a substantive revision is published. We encourage you to review this Policy periodically to stay informed of how app11 is protecting your personal data.

Continued use of the app11 platform after the effective date of any amendment constitutes your acceptance of the revised Privacy Policy. If you do not agree with the changes, you should discontinue use of the platform and contact support to request account closure and deletion of your personal data, subject to the retention obligations described in Section 7.

If you have any questions, concerns, or requests relating to this Privacy Policy or the way app11 handles your personal data, please get in touch using the contact details below. All privacy-related communications are handled by the app11 support team, which is available 24 hours a day, 7 days a week including all Bangladeshi public holidays.

• Live Chat: Available 24/7 via the chat function inside your account dashboard after logging in. This is the fastest channel for urgent account-related privacy queries.
• Email: [email protected] — please include "Privacy Policy Query" or "Data Rights Request" in the subject line along with your registered account username.
• Response Times: Email responses are typically provided within 2 hours during peak hours (08:00–22:00 BST) and within 6 hours during overnight hours. All formal data rights requests are acknowledged within 3 business days and resolved within 30 days (Bangladesh Standard Time, UTC+6).

app11 treats all privacy correspondence with strict confidentiality. Only authorised team members with a genuine operational need will have access to the contents of your privacy request. Identity verification will be required before any personal data is disclosed or actioned in response to a data rights request.