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These terms set out the rules that govern your account on 11ff — what we commit to, what you agree to when you register, and how disputes or queries are handled. Access and eligibility depend on your local law and the eligible regions we serve.
By creating an account on 11ff, you enter into a binding agreement with us under the terms set out on this page. These terms apply from the moment your account is confirmed and remain in effect for as long as your account is active or until either party closes it. We may update these terms from time to time; where we do, we will publish the revised version in this section. Continuing to use your account after an update means you accept the changes. If you disagree with any revision, you have the right to close your account and request a balance withdrawal before the change takes effect. All transactions processed through Nagad, Upay or Bank Transfer are subject to the same terms — there is no separate policy for individual payment methods. Your account wallet, the transaction records stored in it, and any session data we hold are all governed here. Where local law in Bangladesh or another eligible region imposes obligations beyond what is stated here, we will apply whichever standard is higher. For questions about a specific clause, our support team is the correct first step.
These terms cover your registered account, the transactions you make and the content we publish on 11ff. They do not extend to third-party services you access via external links, and they do not override the laws of your local jurisdiction. Knowing exactly what sits inside and outside our policy helps you understand where to direct a question.
Your login, session activity, account settings and any changes you make to your profile are all within scope. The terms define what constitutes authorised use and what actions may lead to an account review.
Deposits and withdrawals processed through Nagad, Upay or Bank Transfer are covered by these terms. Limits, verification steps and any dispute route for a specific transaction are described in the relevant account section.
Game titles, promotional notices and published policy pages are part of our offering under these terms. We own or licence all content on the site; you may not reproduce or redistribute it without written permission.
External payment processors, game studios and any linked websites operate under their own terms. We are not responsible for those services once you leave the 11ff environment, and these terms do not bind third parties.
These terms are not one-sided. You have concrete options when something on your account needs attention — reviewing what we hold, correcting details that have changed, raising a formal question or asking support for help. Each of these actions has a clear path inside your account or through our published support route. If you transact through Nagad or Bank Transfer and a record looks incorrect, you do not need to wait for a periodic statement — the transaction log inside your account wallet is updated after each confirmed event and is available to you at any time. Where you believe we hold inaccurate information about your account, you can submit a correction request through the support channel; we will acknowledge it and tell you what steps follow. These rights apply regardless of which device you use to access your account — the same routes are available on mobile and desktop. Local law in eligible regions may extend these rights further; in that case the broader entitlement applies.
Open your account wallet to see a full transaction history, including every Nagad, Upay and Bank Transfer event. The log is filterable by date and transaction type.
If your registered name, contact number or linked wallet details change, submit an update through the account settings page. Support will verify the change and confirm it in writing.
If a clause in these terms is unclear, open a support ticket and cite the specific section. We aim to give a substantive reply, not a form response.
You may close your account at any time by contacting support. Any confirmed balance will be processed to your registered withdrawal method before the account is deactivated.
If these terms raise a question you cannot resolve by reading them, or if your account shows something that does not match what these terms describe, contact us through the routes below. We handle policy queries through the same channels as account support — there is no separate helpdesk for terms-related matters. Availability and response times depend on the channel you choose; check the contact page for the current status of each route.
Open the chat widget from any page while logged in. Describe the clause or account event you are asking about and a support agent will respond in the same session.
Send a detailed message to our published support address. Include your account reference and the specific section of these terms you are asking about so we can route your query correctly.
Our help centre carries published answers to common policy questions. Search by topic — account closure, transaction disputes, terms updates — before opening a new ticket.
Holding your account data and processing your transactions through Nagad, Upay or Bank Transfer carries obligations we take seriously. Here is how we handle the main areas these terms touch.
We retain account records — registration data, transaction logs and session records — for as long as your account is active and for the period required under applicable law. You can request a summary of what we hold by contacting support.
Your account is accessed by credentials you set. We do not ask for your password through chat or email. If you suspect unauthorised access, use the account security section to change your credentials and notify support immediately.
We use session cookies to keep you logged in across a single browsing session. Persistent cookies support account preferences. You can manage cookie settings through your browser; removing them may affect how your account loads.
When these terms change, the updated version is published here with a note at the top of the page. For material changes, we may also send a notification to your registered contact. The effective date is always stated.
These questions cover the aspects of our terms that members ask about most — from what happens when we update the policy to how disputes over transactions are handled.
You have the right to close your account before the revised terms take effect. Contact support, request account closure, and any confirmed balance will be processed to your registered Nagad, Upay or Bank Transfer account before deactivation. Continuing to use your account after the effective date counts as acceptance.
No. These terms apply to your account regardless of whether you access it through a mobile browser or a desktop browser. The same rules govern session activity, transactions and support rights on every device you use to log in.
Access and eligibility depend on your local law and the eligible regions we serve. If local law in your location restricts or prohibits use of services like ours, these terms do not override that restriction. Check what applies in your region before continuing to use your account.
Open your account wallet and locate the transaction in your history log. Use the dispute option shown against that record, or contact support directly with the transaction reference. Provide the date, amount and payment method; we will acknowledge the query and outline the next steps.
We retain your account records — including registration data and transaction history — for the period required under applicable law, even after your account is closed. You can ask support for a summary of what we hold and how long it will be retained under your specific account circumstances.
Raise the issue through our support chat or email channel. Cite the specific clause and describe what happened on your account. We will review it against the published version of these terms and provide a written response outlining our position and any action we will take.