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9a11 is transparent about the data we collect when you open an account, make a Nagad or Upay transaction, or browse our lobby. This policy sets out exactly what we hold, why we hold it, and the choices available to you — with access subject to your local law and eligible regions.
When you open an account with us, we collect the registration details you submit — name, contact information and the payment method you choose to use, whether that is Nagad, Upay or another supported wallet. We record transaction references linked to your account so we can verify deposits, process withdrawals and respond to any dispute you raise through our support channel. We also collect device and browser data each time you connect: your IP address, session timestamps and the pages you visit inside the lobby. This helps us keep your account secure and serve the right content to your screen. We do not sell your personal details to third parties. We may share data with payment processors strictly to complete a transaction you authorise, and with compliance partners where local law or eligible-region requirements make disclosure necessary. Retention periods follow the obligations that apply to supported regions in Bangladesh. You can request a summary of the data we hold on your account at any time by contacting our support team through the route listed in the Support section of this policy.
This policy covers data we process directly through your 9a11 account. It does not extend to third-party sites you navigate to from our lobby, nor to payment processors who operate under their own published privacy terms. If you are unsure whether a service falls inside or outside this policy, contact us before sharing data.
All data collected when you log in, update your profile or change your password sits inside this policy. That includes email, mobile number and any identity verification document you submit through your account settings.
Deposit and withdrawal references linked to Nagad or Upay are recorded inside your account history. These records are covered by this policy, though the payment processor's own terms also govern how they handle transaction data on their side.
Cookies and session data collected while you browse the lobby, open game categories or switch between sports markets fall inside this policy. You can manage cookie preferences through your browser settings at any time.
Links to external payment pages, game studio interfaces or partner sites take you outside our policy boundary. We do not control how those services handle your data, and we recommend you read their own privacy terms before proceeding.
You have practical choices about the data we hold. Start by opening the account settings page — your registered contact details and linked payment methods are visible there, and you can correct any information that has changed. If you want to see a broader record of what we hold, raise a data access request through our support channel and we will compile the relevant details. Removal requests are handled case by case: where local law in eligible regions permits deletion, we process it; where retention is legally required, we explain which data must stay and for how long. For questions that go beyond standard account edits — such as a dispute about a Nagad or Upay transaction record appearing in your history — our support team is the right first step. We aim to acknowledge every privacy request we receive and follow up with a substantive response.
Open your account settings to see registered details, linked wallets and recent transaction references. Anything visible there is data we currently hold against your account.
Update your name, contact number or email directly in account settings. If a field is locked and needs manual correction, raise it with support and we will process the change.
Use the support contact route listed below to send a specific question about your data. Include your registered email so we can locate your account record without delay.
For deletion or portability requests, contact support and state clearly what you are asking for. We will confirm whether the request is possible under the obligations that apply to eligible regions.
If any part of this policy raises a question you cannot resolve through your account settings, the routes below connect you to the right place. Use the channel that works on your device — we respond through the same route you contact us on.
Open the chat icon visible on the site to send a privacy question directly. Have your registered email address ready so we can match your message to your account record.
Send a written privacy or data request to the support email address published on the site's contact page. Written requests create a reference trail for follow-up if the matter needs further handling.
The help section inside your signed-in account lists published articles covering data, cookies and account security. Start there for answers to common questions before raising a direct support request.
Security and retention practices at 9a11 are designed around the account flows our members use most — mobile login, wallet transactions through Nagad or Upay, and lobby browsing across sessions. We do not store payment credentials directly; transaction references link to your account record without exposing the full wallet details. Each area below reflects a published practice, not a general claim.
We use session and analytics cookies to maintain your login state and understand which lobby sections you open. You can clear or block cookies through your browser at any time; doing so may affect how certain account pages load.
Your account is protected by the login credentials you set at registration. We recommend keeping your password unique to this account. If you suspect unauthorised access, change your password immediately and contact support through live chat or email.
We keep account and transaction data for as long as required by the obligations that apply to eligible regions. Once a retention period ends and no legal hold applies, data is removed from active records according to our internal schedule.
When this policy changes, we post the revised version at this URL and note the update date at the top of the page. Continuing to use your account after a change is posted means you have seen the updated terms.
These questions cover the points we hear most often about data, account records and privacy rights on 9a11. If your question is not here, contact support directly.
We collect the details you enter at registration — name, email and mobile number — plus device and session data each time you connect. If you use Nagad or Upay, we record the transaction reference linked to your account, not the full wallet credentials.
Yes. Open account settings to view your registered details and transaction history. For a broader data summary, send a written request through the support email address on the contact page and we will compile the relevant records for you.
Most fields — contact number, email address, display name — are editable directly in account settings. If a field is locked and cannot be changed there, raise a correction request with support and include your registered email so we can locate your record quickly.
We share data only with payment processors to complete a transaction you authorise, and with compliance partners where local law or eligible-region requirements apply. We do not sell your personal information to marketing or advertising third parties.
Cookies keep your login session active and help us understand which lobby areas you visit. You can manage or clear cookies through your browser settings at any time. Blocking all cookies may affect how your account page loads and whether your session stays active.
Retention periods follow the obligations that apply to eligible regions in Bangladesh. Where local law requires we hold transaction or identity records for a set period, we do so. Once that period ends and no legal hold applies, the data is removed from active storage.