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9a11 operates under a defined legal framework that shapes how your account, transactions and content access are handled. Whether you use Nagad, Upay or another supported method, the terms below set out what we commit to and what you agree to when you access this platform. Availability depends on your local law and eligible regions.
Our terms apply the moment you open an account and continue for as long as that account remains active. They cover how we handle your data, how transactions are processed through supported wallet rails such as Nagad and Upay, and what rules govern the content you access inside the platform. We do not operate outside of what is permitted in your region, and we expect you to access the platform only where your local law allows it. Where a conflict arises between a section of these terms and local law in your eligible region, local law takes precedence. We review these terms periodically and will notify you of material changes through your registered account contact. If you continue to use the platform after a change is published, that constitutes your acceptance of the revised terms. If you have any objection, you should stop using the platform and contact our support route to request account closure. Transactions already completed under prior terms remain governed by those terms unless a separate update specifies otherwise. Your Nagad or Upay wallet records held by those providers are subject to their own terms independently of ours.
Not every part of your experience falls under the same rule set. Understanding what this policy covers — and what it does not — helps you know where to direct questions and how to interpret what you see inside the platform.
These terms govern how your account is created, maintained and closed on this platform. Login behaviour, session rules and identity verification steps fall within this scope. Access itself depends on whether your region is eligible under applicable local law.
Deposits and withdrawals processed through Nagad or Upay are covered by our transaction terms in so far as they pass through our platform. The wallet providers' own terms govern what happens on their side of the transfer and are outside our policy scope.
Game content from studios available in our lobby — including titles across slots, live tables and sportsbook markets — is covered by these terms while you are inside the platform. Content rules apply to what you see, not to what third-party providers publish independently.
Links or connections to services outside this platform, including external payment providers and game studios, operate under their own terms. We are not responsible for third-party policy changes or service availability, and our terms do not extend to those external environments.
Your account gives you several practical ways to engage with this policy directly. You are not required to contact support for everything — many actions are available from within your signed-in account area. Start with the account dashboard: your transaction history, personal details and communication preferences are all visible there. If something looks incorrect, you can raise a correction request through the account settings page. For questions about how your data is handled or retained, the published support route is the right place to send those — use the contact channel shown on the support page. We will respond to policy-related queries through the same channel. If you want to close your account, the request can be made through your account area or through direct contact with our support team. We handle closure requests under the terms that were active at the time of the request.
Open your account history in the signed-in area to check transaction records, session logs and any communications we have sent. These are updated in line with platform activity.
If your registered name, contact address or wallet reference is out of date, update it through the account settings section. Accurate details keep your Nagad or Upay transaction records consistent.
For any question about how these terms apply to your account, use the contact route published on our support page. Include your account reference so we can respond to the correct record.
You may request account closure at any time. Send the request through account settings or through direct support contact. Outstanding transactions will be processed under the terms in place at closure.
If your question is about these legal terms or your account rights, use one of the routes below. We do not invent contact channels — only what is visibly published on this platform is listed here.
The live chat option is accessible from your signed-in account area. Use it for account-specific policy questions or to flag a discrepancy in your transaction records.
Send policy queries, correction requests or closure requests to the email address published on our contact page. Include your account reference and the nature of your query for a faster response.
Our published help documentation covers common account and policy questions. Check there first for quick answers before opening a direct support contact.
We hold account data only for as long as your account is active or as required by applicable obligations in your eligible region. Once an account is closed, data is retained only for the minimum period our obligations require, after which it is removed from active systems.
Information you submit — including wallet references for Nagad or Upay — is held securely and used only for the purposes described in these terms. We do not sell account data to third parties.
We use cookies to maintain your session and remember account preferences between visits. Cookie settings can be adjusted through your browser. Continued use of the platform implies acceptance of our cookie policy as published.
You are responsible for keeping your login credentials secure. If you believe your account has been accessed without your permission, contact support immediately through the live chat or email route and follow the steps shown in the account recovery section.
When we update these terms in a way that materially affects your rights, we will notify you through your registered contact before the change takes effect. Check your account messages regularly to stay current with any updates.
These questions come up most often when account holders want to understand their rights and how our policy applies to their specific situation.
Availability of the platform and these terms depends on whether your location falls within an eligible region under local law. If you are unsure whether access is permitted where you are, check the eligibility notice shown during the account registration process before proceeding.
Yes. Open your account settings while signed in and update your personal details directly. If a field cannot be edited from settings, contact support via the published email route and include your account reference. We will review and respond to correction requests.
After account closure, we retain data only for the minimum period required by applicable obligations in your eligible region. Once that period ends, the data is removed from our active systems. Contact support if you want to understand what is held at any point.
Transactions processed through Nagad or Upay are visible in your account history on this platform. Records on the wallet providers' side are governed by their own terms. Any dispute about a wallet-side transaction should be raised directly with Nagad or Upay as well as with our support team.
We will notify you through your registered account contact before any material change takes effect. Check your account messages after logging in. Continuing to use the platform after a change is published indicates you have accepted the updated terms.
Contact our support team immediately using the live chat or email route shown on the support page. Do not attempt further logins until you have spoken to the team. Follow the account recovery steps that will be provided to you through that contact channel.