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These terms set out the rules that apply when you open an account with key11 and use our platform — including deposits via bKash, Nagad, or Rocket, accessing our game lobby, and placing bets. Access to key11 is subject to your local law and eligible regions; please check whether online gaming is permitted where you are before continuing.
When you create an account on key11 and begin using our services — whether that means loading your wallet via bKash, making a Nagad transfer, or browsing the casino lobby — you enter into a binding agreement with us under these terms. Read them fully before you proceed; continuing to use the platform after any update means you accept the revised version. These terms govern every interaction you have with key11: account registration, identity verification, wallet funding through Rocket or bKash, gameplay in our slots and live casino, and any support request you raise. They do not cover the internal rules of individual game studios or the separate policies of payment processors — those are governed by the respective third parties. Eligibility is your responsibility. You confirm that you are of legal age and that accessing an online gaming platform is lawful in your location. We do not make that determination for you, and availability depends entirely on local law and eligible regions. If your jurisdiction restricts or prohibits online gaming, do not register or continue using key11. We may update these terms at any time. When we do, the revised version will appear on this page with a note at the top. Continued use of your account after that point constitutes acceptance. If you disagree with any change, close your account and stop using the platform before the update takes effect.
Deposits and withdrawals processed through bKash are subject to both these terms and bKash's own payment policies. key11 does not control bKash processing times or limits — those are set by bKash directly.
Nagad transfers into your key11 wallet follow the standard wallet rules set out in these terms. Transaction records are visible in your account history, and any discrepancy should be raised with our support team promptly.
Rocket is a supported local payment method on key11. Funding your account via Rocket means your transaction data is shared with your Rocket provider under their privacy terms, separately from ours.
Where bank transfer is available for your account tier, the same terms governing wallet transactions apply. Processing times depend on your bank and are outside key11's direct control.
Not every action you take online is covered by key11's terms, and it matters to understand the boundary. The four areas below clarify what we govern directly and what falls outside our policy scope — so you can make informed decisions about your account and know where to go when something falls outside our remit.
Your key11 account — registration, login, identity checks, and session management — is fully within scope. We set the rules for how accounts are opened, verified, suspended, and closed.
All deposits and withdrawals processed through your key11 wallet, including those made via bKash, Nagad, and Rocket, are governed by these terms. Payment processor rules apply in parallel and are not overridden by us.
Our game lobby, promotional notices, published odds, and support pages are covered by these terms. Content accuracy is our responsibility; third-party studio game rules are those studios' own.
External services — payment processors, game studios, internet providers — operate under their own policies. key11 is not liable for their decisions, outages, or terms, and this policy does not extend to them.
These terms are not one-sided. You have concrete choices available to you at any point in your relationship with key11. You can review your full transaction history — deposits, withdrawals, and game rounds — directly inside your signed-in account area; each record shows the date, amount, method (bKash, Nagad, or Rocket), and status. If any detail looks wrong, you can raise a correction request through our support channel and we will investigate. You can update personal details like your contact number or email address through the account settings page, subject to re-verification where our policy requires it. If you believe your information has been used incorrectly, contact support immediately — do not wait. You may also request a copy of the data we hold about you or ask us to close your account at any time. Account closure requests are handled by our support team; once an account is closed and any pending balance is settled, the process cannot be reversed. We aim to process these requests in a reasonable time, but we do not commit to a specific turnaround because processing depends on verification steps we must complete.
Open your account history to see every transaction and game round. Records are sorted by date and filterable by payment method, so finding a specific bKash or Nagad entry is straightforward.
Update your contact details in account settings. Changes to identity information require re-verification; follow the instructions shown on that page and submit the documents requested.
If a transaction or policy point is unclear, contact our support team with your account ID and the relevant date or reference number. The more specific your question, the faster we can respond.
Send a closure request through the support channel. We will confirm receipt, settle any open balance, and close the account. Keep a copy of the confirmation we send you for your records.
If you have a question about these terms — how they apply to your account, a specific transaction, or a dispute — use one of the published routes below. We do not accept policy queries through social media comments or unverified channels, so please use the routes listed here to make sure your message reaches the right team.
Open the chat widget inside your signed-in account to speak with our support team about a terms or account question in real time.
Send a detailed message — including your account ID and the policy section you are asking about — to our published support email address listed in the contact section of your account dashboard.
Our published help centre covers common policy questions, account steps, and transaction queries. Search there first; if you cannot find an answer, escalate to live chat or email.
Understanding how we manage your data under these terms helps you make informed decisions about your account. We collect only what we need to operate your account — registration details, transaction records, and session data — and we retain it for as long as required by our policy and applicable obligations. You can ask us what we hold by contacting support with a data request.
We store account and transaction data on secured systems. We do not sell your personal information to third parties. Payment data processed via bKash, Nagad, or Rocket is handled under those providers' own security standards as well as ours.
Our platform uses cookies to keep your session active, remember your preferences, and measure how the lobby is used. You can manage cookie settings through your browser; disabling some cookies may affect how the site functions during your session.
You are responsible for keeping your login credentials private. If you suspect unauthorised access, change your password immediately via the account settings page and contact our support team so we can review recent session activity.
We keep your data for as long as your account is active and for a period after closure as required by our obligations. To request deletion or a copy of your data, or to ask about a change to how we handle your information, contact support with your account ID.
These are the questions we hear most often about key11's terms and conditions, covering your rights, how the policy applies, and where to go if something is unclear.
Yes. Any deposit or withdrawal you make through bKash, Nagad, or Rocket on your key11 account is governed by these terms alongside the payment provider's own policies. If a transaction looks wrong, check your account history first, then contact our support team with the reference number.
Access to key11 depends on your local law and eligible regions. If online gaming is restricted or prohibited where you are, you should not register or continue using the platform. We do not override local legal restrictions, and eligibility is your responsibility to confirm before opening an account.
Send a data request through our support channel with your account ID. We will confirm what information we hold, how long we keep it, and what your options are. We handle these requests in a reasonable time, subject to the verification steps required to confirm your identity.
Yes. Go to your account settings page while signed in. Changes to basic contact details can usually be made directly; changes to identity information require re-verification. Follow the instructions on that page and submit any documents it asks for — our team will review and confirm the update.
We publish updates to these terms on this page. If you disagree with a change, stop using your account before the update takes effect and contact support to request account closure. Continued use of the platform after an update is published counts as acceptance of the revised terms.
Start with our support team — open a live chat from inside your account or send an email with your account ID and the specific issue. Include the relevant date and transaction reference if the dispute relates to a payment. We will review the case and respond through the same channel you used.