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Before you open an account or move any funds through 11pk, these terms set out what we expect from you and what you can expect from us. Access to this platform depends on your local law and eligible region, so read through carefully before you proceed.
These terms form the agreement between you and 11pk the moment you complete account registration. They apply to every session you open, every transaction you initiate through Nagad, Upay or Bank Transfer, and every piece of content you access on the platform. We update these terms when our operating conditions change, and the version published at the time of your activity is the one that governs that activity. Where a conflict exists between a section of these terms and a specific information or account notice, the specific notice takes precedence for that item only. Your continued use of the account after any update is published constitutes acceptance of the revised terms. If you disagree with a change, the correct step is to stop using the account and contact our support team to close it. We do not waive any clause simply because we have not enforced it in a previous instance. These terms do not override local law in any jurisdiction where such law applies to you; availability of the platform and its features depends entirely on your local law and the eligible regions we serve.
Not every part of your experience falls under a single clause. These terms distinguish between your account access rights, the transactions you make, the content available in the lobby, and any third-party services you reach through the platform. Understanding the boundary between these areas helps you know where to raise a question and who is responsible for resolving it.
Your right to log in, browse the lobby and place activity through your account is governed directly by these terms. Eligibility is region-dependent and may be restricted or suspended where local law requires.
Deposits and withdrawals made through Nagad, Upay or Bank Transfer are subject to the transaction conditions stated in your account area. Processing steps and limits are shown at the point of transaction, not here.
Game titles, lobby layout, promotional notices and published support routes are 11pk content and fall within these terms. Content accuracy is maintained by us, and queries about specific titles should be directed to account support.
Payment processors, game studios and any external links you follow are governed by their own terms. We are not responsible for third-party policies, and these terms do not extend to services or platforms outside 11pk.
These terms are not one-sided. You hold specific rights relating to your account records, the accuracy of the information we hold, and your ability to raise questions or request changes. If you believe a transaction record is incorrect — whether a Nagad deposit, an Upay transfer or a Bank Transfer entry — you can request a review by contacting support with the relevant transaction reference. For account detail corrections, log into your account, locate the profile or settings section, and follow the fields displayed there. Where a correction requires identity verification, the steps shown in your account will describe what documents to submit. You also have the right to close your account at any time by contacting support directly. We will process closure requests and confirm the outcome through the contact route you used to raise it. These rights sit alongside, not instead of, any obligations you hold under the same terms.
Access your account history to check any Nagad, Upay or Bank Transfer entry. If a record appears incorrect, raise it with support and provide the transaction reference shown in your account.
Log in and navigate to your profile settings to update contact or personal details. Where identity verification is needed, follow the document submission steps displayed in the account area.
If a clause in these terms is unclear, contact our support team through the published route. We aim to respond with a plain explanation rather than a legal restatement of the same text.
You may close your account at any time. Contact support through live chat or email, state your request clearly, and we will confirm the closure and any outstanding balance steps through the same channel.
If a clause in these terms raises a question you cannot resolve by reading the account area, use one of the contact routes below. Each route connects you to the same support team — the channel you choose depends on what works for your device and situation. Do not share your account password through any of these routes.
Open the live chat window from any page on the 11pk site. State your question clearly and include your account username so the team can locate your record without asking for your password.
Send your terms-related query to the support email address listed in your account settings. Include the specific clause or transaction reference you are asking about to help us respond without unnecessary back-and-forth.
The help section inside your signed-in account area contains published answers for common terms questions. Check there first — many account-access and transaction queries are resolved without needing to contact the team directly.
Understanding how we handle the policy behind the scenes gives you a clearer picture of what these terms mean day to day. We maintain records of your account activity, transaction history and any support correspondence in line with the retention period stated in our privacy notice. Cookies used on the platform are described separately in the cookie notice linked from the site footer. Account security is your shared responsibility — we protect the account at the platform level, but keeping your login credentials private is on you. If you suspect unauthorised access, use the account security section to change your credentials immediately and contact support through live chat to flag the issue.
Account records, transaction logs and support conversations are retained for the period set out in our privacy notice. You can request a summary of what we hold by contacting support with your account username and the specific records you want to review.
Cookies on the 11pk site track session activity and support the account login flow. The full cookie notice is published in the site footer and describes which cookies are active, what they collect and how to manage your preferences.
We apply platform-level security to your account. Your login credentials are your responsibility — do not share them through chat, email or any external channel. Suspected unauthorised access should be reported to support immediately via live chat.
If you believe a policy clause has been applied incorrectly to your account, you can request a formal review. Contact support through email, include the relevant clause reference and your account details, and we will respond through the same channel.
These are the questions we receive most often about how these terms apply to accounts, transactions and access. If your question is not here, contact support through live chat or email.
Yes. Every transaction processed through your account — whether via Nagad, Upay or Bank Transfer — falls under these terms. The specific limits and steps for each route are shown at the point of transaction inside your account, not restated here.
The updated terms apply from the date they are published. Continuing to use your account after a change is published means you accept the revised version. If you disagree with any change, contact support to close your account before the update takes effect.
Access to 11pk depends on your local law and the eligible regions we serve. Where local law restricts or prohibits access, you should not use the platform. It is your responsibility to check that use is permitted in your location before opening an account.
Open your account history, locate the transaction in question and note the reference number. Contact support through live chat or email and provide that reference. The team will check the record against our logs and respond through the same channel you used.
Both notices are linked in the site footer and are also accessible from the account settings area when you are logged in. They are separate documents from these terms and describe data collection, retention periods and your options in more detail.
Contact support through live chat or email and state clearly that you want to close your account. The team will confirm any outstanding balance steps and process the closure. You will receive confirmation through the same contact route you used to raise the request.