ek11 Privacy Policy — How We Handle Your Data

This Privacy Policy ("Policy") describes how ek11 ("we", "us", "our", "the Platform") collects, uses, stores, shares, and protects the personal data of users ("you", "your", "the User") who access or use the ek11 platform available at ek11.vip. By registering an account or using any part of the Platform, you acknowledge that you have read and understood this Policy and consent to the collection and processing of your personal data as described herein.

This Policy should be read alongside our Terms and Conditions, which together govern your relationship with ek11. If you do not agree with any part of this Policy, you should cease using the Platform. We encourage you to review this Policy periodically, as it may be updated from time to time to reflect changes in our practices or applicable law.

1. Who We Are

ek11 is an online casino and sports betting platform operating at ek11.vip, designed to serve players in Bangladesh. We are the data controller responsible for your personal data collected through the Platform. When we refer to "ek11", "we", "us" or "our" in this Policy, we mean the entity operating the Platform and processing your data in connection with your use of it.

As a platform operating in the online gaming sector, we collect and process personal data in order to provide our services, comply with our legal obligations (including anti-money-laundering and responsible gaming requirements), and maintain the security and integrity of the Platform. We are committed to handling your data lawfully, fairly, and transparently.

2. Information We Collect

We collect personal data from you directly when you register an account, make a deposit or withdrawal, contact our support team, or otherwise interact with the Platform. We also collect certain data automatically through your use of the Platform. The categories of personal data we may collect include:

• Identity and contact information: your full legal name, date of birth, nationality, email address, mobile phone number, and residential address. This information is collected at registration and as part of the KYC identity verification process.
• Financial and payment information: details of the payment methods used for deposits and withdrawals (such as your bKash, Nagad, or Rocket account number), transaction histories, and account balance records. We do not store full payment card numbers.
• Identity verification documents: copies of government-issued identification documents (such as your National ID card, passport, or driving licence) and any supporting documents submitted as part of the KYC process, including proof of address documents.
• Technical and usage data: your IP address, device type and operating system, browser type and version, pages visited on the Platform, session duration, referring URLs, and general geographic location derived from your IP address. This data is collected automatically via cookies and server logs.
• Communications data: records of your communications with our customer support team, including the content of chat messages, emails, and any attachments you send to us. These records are retained to verify the history of support interactions and for quality assurance purposes.

We collect only the minimum data necessary to fulfil the purposes described in this Policy. We do not collect sensitive personal data such as racial or ethnic origin, religious beliefs, or health information unless specifically required by law.

3. How We Use Your Information

We use the personal data we collect for the following purposes, all of which are necessary for the lawful and effective operation of the ek11 Platform and our relationship with you as a player:

• Account creation and management: to register your player account, verify your identity through our KYC process, maintain your account records, and provide you with access to all Platform features. Without this processing, we cannot create or maintain your account.
• Payment processing: to process your deposits and withdrawals via your chosen payment method (bKash, Nagad, Rocket, Upay, or bank transfer), verify that the payment method belongs to you, and maintain accurate financial records of all transactions.
• Legal compliance: to fulfil our obligations under applicable anti-money-laundering (AML) regulations, responsible gaming requirements, and any other legal or regulatory obligations that apply to the operation of an online gaming platform. This includes retaining transaction records and identity verification documents for the periods required by law.
• Platform security and fraud prevention: to monitor Platform activity for signs of fraudulent transactions, account compromise, money laundering, or other prohibited activities; to investigate suspected breaches of our Terms and Conditions; and to maintain the integrity and security of the Platform for all users.
• Customer support: to respond to your queries, complaints, and support requests; to maintain records of our support interactions for quality assurance and dispute resolution purposes; and to send you service-related communications such as account notifications, security alerts, and transaction confirmations.
• Responsible gaming: to fulfil our responsible gaming obligations, including identifying players who may be exhibiting signs of problem gambling; applying player-requested restrictions such as deposit limits, session time limits, and self-exclusion; and ensuring that our Platform is not accessible to individuals who have requested self-exclusion.

4. Legal Basis for Processing

We process your personal data on the following legal bases, depending on the specific purpose for which the data is being processed:

• Contractual necessity: processing that is necessary for us to perform our contract with you (i.e., the Terms and Conditions), including account registration, identity verification, payment processing, and the provision of gaming services.
• Legal obligation: processing that is necessary for us to comply with our legal and regulatory obligations, including AML regulations, responsible gaming requirements, and record-keeping obligations prescribed by applicable law.
• Legitimate interests: processing that is necessary for our legitimate business interests, including fraud prevention, Platform security, improving our services, and conducting internal analytics — provided that these interests are not overridden by your rights and freedoms.
• Consent: where we rely on your consent to process your personal data (for example, for optional marketing communications), you may withdraw that consent at any time by contacting us at [email protected]. Withdrawal of consent will not affect the lawfulness of processing carried out prior to the withdrawal.

5. Sharing Your Information

ek11 does not sell, rent, or trade your personal data to third parties for marketing or commercial purposes. We may share your personal data with the following categories of third parties, strictly for the purposes described in this Policy:

• Payment service providers: we share the payment information necessary to process your deposits and withdrawals with the relevant payment provider (such as bKash, Nagad, Rocket, or Upay). These providers process your data as independent data controllers under their own privacy policies.
• Identity verification and KYC service providers: we use third-party identity verification services to assist with the KYC process. These providers may receive copies of your identity documents and personal information for the purpose of verifying your identity. All such providers are contractually required to handle your data in compliance with applicable data protection standards.
• Regulatory and law enforcement authorities: we are required by law to report certain information to regulatory authorities and law enforcement agencies, including reports of suspicious transactions under AML regulations. We may also disclose your data in response to a valid legal order, court order, or regulatory request.
• Technical service providers: we use third-party technology providers (such as cloud hosting providers, analytics platforms, and cybersecurity services) to operate and maintain the Platform. These providers act as data processors on our behalf and are contractually bound to process your data only in accordance with our instructions and this Policy.

6. Cookies and Tracking Technologies

ek11 uses cookies and similar tracking technologies to operate the Platform, improve user experience, and support security and fraud prevention. The types of cookies we use include:

• Essential cookies: these are technically necessary for the Platform to function correctly. They include session cookies that maintain your login state while you are using the Platform, security tokens, and cookies that support core Platform functionality. Essential cookies cannot be disabled without significantly impairing the Platform's operation.
• Analytics cookies: these cookies collect anonymised information about how users interact with the Platform, such as which pages are visited most frequently and how users navigate between sections. This data is used solely to improve the Platform's design and user experience.
• Security and fraud prevention cookies: these cookies help us identify and prevent fraudulent activity on the Platform, including detecting unusual login patterns, identifying account compromise attempts, and verifying that a real user (rather than a bot) is interacting with the Platform.

You may manage or disable non-essential cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of the Platform. By continuing to use the Platform after being presented with our cookie notice, you consent to our use of cookies as described in this Policy.

7. Data Retention

We retain your 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 specific retention periods that apply to different categories of data are as follows: account and identity data is retained for the duration of your account and for a minimum of five (5) years after account closure, to comply with AML record-keeping requirements; financial transaction records are retained for a minimum of five (5) years from the date of the transaction; and communications records are retained for a minimum of three (3) years.

When personal data is no longer required, we will securely delete or anonymise it in accordance with our internal data deletion procedures. In some cases, we may retain anonymised aggregate data (from which you cannot be identified) for longer periods for statistical and analytical purposes.

8. Data Security

ek11 implements a range of technical and organisational security measures to protect your personal data against unauthorised access, disclosure, alteration, or destruction. These measures include industry-standard SSL/TLS encryption for all data transmitted between your device and our servers; secure encrypted storage for all sensitive personal and financial data held on our systems; role-based access controls that restrict access to personal data to only those employees and service providers with a legitimate need to access it; regular security audits and vulnerability assessments of our Platform infrastructure; and two-factor authentication options for player accounts.

While we take all reasonable steps to protect your data, no online platform can guarantee absolute security. In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify you without undue delay via the contact details registered on your account. Please help us keep your data secure by choosing a strong password, keeping your login credentials confidential, and contacting us immediately if you suspect unauthorised access to your account.

9. Your Rights

As a user of the ek11 Platform, you have the following rights in relation to the personal data we hold about you. To exercise any of these rights, please contact us at [email protected] with a clear description of your request. We will respond within 30 days of receiving your request:

• Right of access: you have the right to request a copy of the personal data we hold about you, along with information about how it is being processed. This is sometimes called a "Subject Access Request". We will provide this information free of charge within 30 days of your request.
• Right to rectification: you have the right to request that we correct any inaccurate or incomplete personal data we hold about you. If you believe any information in your ek11 account is inaccurate, you may update it directly through your account settings or by contacting our support team.
• Right to erasure: in certain circumstances, you have the right to request that we delete the personal data we hold about you. This right is not absolute — we may be required to retain certain data by law (for example, financial transaction records required under AML regulations) even after you request deletion of your account.
• Right to restriction of processing: in certain circumstances, you have the right to request that we restrict the processing of your personal data — for example, while we are verifying the accuracy of data you have contested, or where you have objected to processing based on legitimate interests and we are assessing your objection.
• Right to object: you have the right to object to the processing of your personal data where we rely on legitimate interests as the legal basis for processing. You also have the right to object at any time to the processing of your personal data for direct marketing purposes.

We will respond to all legitimate data rights requests within 30 days. In complex cases we may extend this period by a further 30 days, in which case we will notify you of the extension and the reason for it. We will not charge a fee for handling your request unless the request is manifestly unfounded or excessive.

10. Children's Privacy

The ek11 Platform is strictly intended for adults aged 21 and above. We do not knowingly collect personal data from individuals under the age of 21. If you are under 21 years of age, you must not register an account or use the Platform in any way. If we become aware that we have collected personal data from a person under the age of 21 without appropriate verification, we will take immediate steps to delete that data and close the associated account.

11. Third-Party Links

The ek11 Platform may contain references to third-party game providers and payment processors. While we take care to work with reputable partners, we are not responsible for the privacy practices of any third-party services. Each third-party provider operates under its own privacy policy, and we encourage you to review those policies before interacting with any third-party service connected to the Platform. ek11 accepts no liability for the data practices of third-party providers.

12. Changes to This Privacy Policy

ek11 reserves the right to update or amend this Privacy Policy at any time to reflect changes in our data practices, legal obligations, or business operations. When we make material changes to this Policy, we will update the "Last Updated" date at the top of this page and, where appropriate, notify registered users via email or an in-platform notification. We encourage you to review this Policy periodically to stay informed about how we are protecting your data.

Your continued use of the ek11 Platform following the publication of a revised Privacy Policy constitutes your acceptance of the updated Policy. If you do not agree with the changes, you should cease using the Platform and may request account closure by contacting us at [email protected].

13. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or to the personal data we hold about you, please contact our support team. We are committed to handling all privacy-related enquiries promptly and transparently, and our team is available 24/7 to assist you.

Email: [email protected]