Privacy Policy — How fk11 Collects, Uses, and Protects Your Data

1. Who We Are

fk11 ("we", "us", "our", "the Company") is an internationally licensed online betting and casino platform operating at fk11.io. fk11 is dedicated to providing Bangladeshi players with a safe, fair, and professionally operated gaming environment. We offer cricket betting, live casino games, slots, fishing games, and a range of other products tailored specifically for the Bangladesh market, with full support for local payment methods including bKash, Nagad, Rocket, and Upay.

As the operator of the fk11 platform, we act as the data controller for all personal information collected through fk11.io. This means we are responsible for determining the purposes for which, and the means by which, your personal data is processed. All questions relating to data privacy should be directed to our support team at [email protected].

2. Personal Data We Collect

fk11 collects personal data across several categories depending on your level of interaction with the platform. The specific data we may hold about you includes the following:

Data Category	Examples	When Collected
Identity Data	Full legal name, date of birth, National ID number, passport number	Account registration and KYC verification
Contact Data	Email address, mobile phone number, residential address	Account registration
Financial Data	bKash/Nagad/Rocket mobile wallet numbers, bank account details, transaction history, deposit and withdrawal records	Deposit, withdrawal, and KYC processes
Gaming Activity Data	Bets placed, games played, session durations, win/loss history, bonus usage	Ongoing platform use
Technical Data	IP address, device type, browser type and version, operating system, screen resolution, time zone (Bangladesh Standard Time, BST UTC+6)	Each site visit
Usage Data	Pages visited, features clicked, referral source, session start and end times	Each site visit
Communications Data	Live chat transcripts, email correspondence, support ticket content	When you contact our support team
KYC Document Data	Scanned copies or photographs of government-issued ID, proof of address documents, payment method verification screenshots	KYC verification process

We do not intentionally collect any special categories of sensitive personal data such as racial or ethnic origin, political opinions, religious beliefs, health data, or biometric data. If such information is inadvertently included in documents you submit during the KYC process, it is held only for the minimum time necessary and is not used for any profiling or targeting purpose.

3. How We Collect Your Data

fk11 collects personal data through the following channels and mechanisms:

• Direct interactions: Data you provide when creating your fk11 account, completing the KYC verification process, making deposits or withdrawal requests, or contacting our support team via live chat or email.
• Automated technologies: As you browse fk11.io, we automatically collect Technical Data and Usage Data using cookies, server logs, and similar tracking technologies. See Section 9 for full details of our cookie practices.
• Payment processors: When you make a deposit or request a withdrawal, our payment processing partners (including bKash, Nagad, Rocket, Upay, and card processors) may share transaction confirmation data with fk11 for the purpose of crediting or debiting your account balance.
• KYC verification partners: Where we use a third-party identity verification service to assist in the KYC process, that partner may share the results of document checks and identity match scores with fk11.
• Game studios: Game providers including Pragmatic Play, Evolution Gaming, Microgaming, NetEnt, Spribe, and Ezugi may share session and gaming activity data with fk11 for the purpose of maintaining accurate account records and settling bets correctly.

4. Why We Use Your Personal Data

fk11 uses the personal data it collects for the following specific purposes:

• Account creation and management: To register your account, verify your identity, maintain your account balance, and provide you with access to fk11's full range of services.
• Payment processing: To process deposits made via bKash, Nagad, Rocket, Upay, and other accepted payment methods, and to process withdrawal requests back to your verified payment method.
• KYC and fraud prevention: To verify your identity and age (21+) in accordance with our responsible gaming obligations, and to detect and prevent fraud, money laundering, and other financial crime.
• Customer support: To respond to your enquiries, resolve disputes, process complaints, and provide live chat assistance.
• Responsible gaming: To monitor gaming patterns that may indicate problem gambling behaviour, to enforce deposit limits and self-exclusion requests, and to promote responsible gambling in accordance with our Responsible Gaming Policy.
• Platform improvement: To analyse usage patterns, test new features, and optimise platform performance for players across Bangladesh, including in Dhaka, Chittagong, Sylhet, Khulna, Rajshahi, and other cities.
• Marketing communications: To send you promotional offers, bonus notifications, and news about fk11, where you have consented to receive such communications. You may opt out at any time by contacting our support team.
• Legal and regulatory compliance: To maintain records required by applicable international online gaming regulations and to respond to lawful requests from regulatory authorities or law enforcement agencies.

5. Legal Basis for Processing

fk11 processes your personal data on the following legal bases:

• Contractual necessity: Processing your Identity Data, Contact Data, and Financial Data is necessary to perform our contract with you — specifically, to operate your fk11 account, process your bets, and handle your deposits and withdrawals.
• Legal obligation: Processing KYC Document Data and maintaining transaction records is required by applicable anti-money-laundering and responsible gaming regulations.
• Legitimate interests: Processing Technical Data and Usage Data for fraud prevention, platform security, and service improvement is in fk11's legitimate interests and does not override your fundamental privacy rights.
• Consent: Processing your data for marketing communications is based on your freely given consent. You have the right to withdraw this consent at any time without affecting the lawfulness of processing that occurred before withdrawal.

6. Sharing Your Data with Third Parties

fk11 does not sell your personal data to any third party. We may share your data with the following categories of trusted service providers, and only to the extent necessary for them to perform their specific functions:

• Payment processors: bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank, Visa/Mastercard processing networks — for the purpose of completing deposit and withdrawal transactions.
• KYC verification providers: Third-party identity document verification services engaged to assist with the age and identity verification required under our responsible gaming commitments.
• Game studios and content providers: Pragmatic Play, Evolution Gaming, Microgaming, NetEnt, Spribe, Ezugi, and other licensed game studios receive session data necessary to deliver their games and settle outcomes correctly.
• IT and hosting providers: Cloud hosting and infrastructure providers who store and process data on fk11's behalf under strict data processing agreements that prohibit any secondary use of your data.
• Legal and regulatory authorities: Where fk11 is required by law, court order, or regulatory directive to disclose personal data, we will do so and will notify you to the extent permitted by law.

7. International Data Transfers

fk11 is an internationally operated platform. As a result, your personal data may be processed in countries outside of Bangladesh. Specifically, our server infrastructure and some of our third-party service providers may be located in jurisdictions that have different data protection standards than those applicable in your home country.

Where personal data is transferred internationally, fk11 ensures that appropriate safeguards are in place, including:

• Contractual protections: Data Processing Agreements and Standard Contractual Clauses that bind our service providers to data protection standards consistent with this Privacy Policy.
• Technical safeguards: End-to-end encryption of data in transit and at rest, ensuring that personal data is protected regardless of the geographic location of the processing infrastructure.
• Vendor due diligence: Regular review of third-party service providers to ensure they maintain appropriate technical and organisational security measures.

8. Data Retention

fk11 retains different categories of personal data for different periods of time, based on the purpose for which they were collected and applicable legal requirements:

• Account and identity data: Retained for the duration of your active fk11 account, plus a minimum of 5 years following account closure to satisfy anti-money-laundering record-keeping obligations.
• Transaction and financial records: Retained for a minimum of 5 years from the date of each transaction, in accordance with standard financial record-keeping requirements.
• KYC documents: Retained for the duration of your account plus 5 years following closure, or for such longer period as may be required by applicable regulations.
• Gaming activity logs: Retained for the duration of your account plus 2 years following closure for dispute resolution and responsible gaming monitoring purposes.
• Support communications: Live chat transcripts and email correspondence are retained for 2 years from the date of the interaction.
• Marketing preferences and consent records: Retained until you withdraw consent or request deletion, plus 1 year thereafter as evidence of your prior consent.
• Technical and usage data (cookies/logs): Retained for up to 13 months from collection.

When retention periods expire, fk11 either securely deletes the data or anonymises it such that it can no longer be linked to any individual player. Anonymised, aggregated data (e.g., statistical reports on platform usage) may be retained indefinitely for internal analytical purposes.

9. Cookies and Tracking Technologies

fk11 uses cookies and similar technologies on fk11.io to ensure the platform functions correctly, to enhance your user experience, and to gather analytical insights that help us improve our services. The categories of cookies we use are as follows:

• Strictly necessary cookies: These are essential for the operation of the fk11 platform. They enable core functions such as maintaining your login session, remembering your account preferences, and processing secure transactions. These cookies cannot be disabled without preventing the platform from functioning correctly.
• Performance and analytics cookies: These collect information about how visitors use fk11.io — for example, which pages are visited most frequently, how long sessions last, and where users navigate from. This data is aggregated and anonymous and is used solely to improve platform performance.
• Functionality cookies: These remember choices you have made on the platform, such as your preferred language setting and display preferences, so that your experience is personalised on return visits.
• Targeting and marketing cookies: Where you have provided consent, these cookies track your browsing activity to deliver relevant promotional communications. You may withdraw consent for these cookies at any time through your account settings.

You can control and manage cookies through your browser settings. Please note that disabling strictly necessary cookies will impair your ability to use core platform features including account login and payment processing.

10. Your Data Rights

As a player on the fk11 platform, you hold the following rights in respect of your personal data. These rights may be exercised at any time by contacting our support team at [email protected]:

• Right of access: You may request a copy of the personal data fk11 holds about you, along with information about how it is used. We will respond to verified access requests within 30 days.
• Right to rectification: If any personal data we hold about you is inaccurate or incomplete, you have the right to request that it be corrected or updated. Account details can be updated directly via your account dashboard in some cases.
• Right to erasure ("right to be forgotten"): You may request the deletion of your personal data. This right is subject to legal exceptions — for example, we are required to retain financial and KYC records for a minimum period as described in Section 8. We will inform you of any data we are legally obliged to retain at the time of your request.
• Right to restriction: You may request that we restrict the processing of your personal data in certain circumstances — for example, while a dispute regarding accuracy is being resolved.
• Right to data portability: You may request a copy of the personal data you have provided to fk11 in a structured, commonly used, machine-readable format.
• Right to object: You have the right to object to the processing of your personal data where such processing is based on fk11's legitimate interests, including profiling for responsible gaming monitoring purposes.
• Right to withdraw consent: Where processing is based on your consent (e.g., marketing communications), you may withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before the withdrawal.

fk11 will respond to all data rights requests within 30 days of receipt. In complex cases, this period may be extended by a further 60 days, in which case we will notify you of the extension and the reason for it.

11. Children's Privacy and the 21+ Policy

fk11 operates a strict 21+ age restriction. Our platform is not directed at, and must not be accessed by, anyone under the age of 21. We do not knowingly collect personal data from anyone under 21. If we become aware that personal data has been submitted by a person under the age of 21, we will immediately close the associated account, return any deposits to the verified payment source where practicable, and securely delete all associated personal data.

Parents and guardians who are concerned that a minor may have accessed the fk11 platform are encouraged to contact our support team immediately at [email protected]. We also recommend the use of device-level parental control software to prevent minors from accessing online gambling websites. For responsible gaming guidance, including how to set up parental controls, please visit our Responsible Gaming page.

12. Security Measures

fk11 takes the security of your personal data extremely seriously. We have implemented a comprehensive set of technical and organisational security measures to protect your data against unauthorised access, accidental loss, alteration, disclosure, or destruction:

• Transport Layer Security (TLS): All communications between your browser and fk11's servers are encrypted using TLS with 256-bit encryption, preventing interception of data in transit.
• At-rest encryption: Sensitive data stored in fk11's databases — including KYC documents, financial records, and account credentials — is encrypted at rest using industry-standard encryption algorithms.
• Access controls: Access to personal data within fk11's internal systems is strictly limited to staff members who require that access to perform their specific job functions. All internal access is logged and audited.
• Password security: Player account passwords are stored as cryptographic hashes. fk11 staff cannot view your plaintext password. We strongly recommend using a unique, complex password for your fk11 account and enabling two-factor authentication where available.
• Penetration testing: fk11's platform and infrastructure undergo regular third-party security assessments and penetration tests to identify and remediate vulnerabilities proactively.
• Incident response: In the event of a data security incident that poses a risk to your rights and freedoms, fk11 will notify affected players promptly and take all necessary remediation steps without undue delay.

13. Third-Party Links and Services

The fk11 platform may contain references to third-party game studios, payment service providers, or other services. While fk11 endeavours to partner only with reputable, privacy-conscious third parties, we do not control the data practices of external services. This Privacy Policy applies solely to data processed by fk11 in connection with fk11.io. When you interact directly with a third-party service — for example, when completing a bKash or Nagad transaction through their own application — that third party's own privacy policy governs the processing of your data within their system.

fk11 is not responsible for the content, privacy practices, or data security of any third-party services. We encourage you to review the privacy policies of any third-party services you use in connection with your fk11 account.

14. Changes to This Privacy Policy

fk11 reserves the right to update or revise this Privacy Policy at any time. When material changes are made, we will notify registered players via email to the address held on their fk11 account and/or via a prominent notice displayed on the platform, no less than 14 days before the revised policy takes effect.

The effective date at the top of this document will be updated each time the policy is revised. We encourage all players to review this Privacy Policy periodically to remain informed of how fk11 handles their personal data. Your continued use of the fk11 platform after a revised Privacy Policy has taken effect constitutes your acknowledgement and acceptance of the updated terms. If you do not accept the revised policy, you must discontinue use of the platform and contact our support team to request account closure.

15. Contact Us and Data Enquiries

If you have any questions, concerns, or requests relating to this Privacy Policy or to the way fk11 handles your personal data, please contact our support team using any of the following channels:

• Email: [email protected] — for data subject access requests, deletion requests, or privacy complaints. We aim to respond within 30 days.
• Live Chat: Available 24/7 directly within your fk11 account dashboard. Average response time under 3 minutes. For urgent privacy concerns, live chat is the fastest route to our team.
• Operating Hours: Our support team operates 24 hours a day, 7 days a week, Bangladesh Standard Time (BST, UTC+6).

All data-related requests will be handled with strict confidentiality. Before we can respond to any data access or deletion request, we may need to verify your identity to ensure we are disclosing or deleting data belonging to the correct individual. This verification step is a security measure designed to protect your data from unauthorised requests.