pk11 Privacy Policy — How We Protect Your Data
At pk11, your privacy is treated with the same seriousness as your account security. This Privacy Policy explains exactly what personal data we collect, why we collect it, how we use it, and the rights you hold over your own information as a pk11 member in Bangladesh.
Six Privacy Principles We Live By
These principles underpin every data decision made at pk11. The full legal text of our Privacy Policy follows these summaries.
Minimal Data Collection
pk11 collects only the personal data that is strictly necessary to provide you with a safe, functional, and enjoyable gaming experience. We do not collect data for its own sake. If we do not need it, we do not ask for it.
No Sale of Personal Data
pk11 will never sell, rent, or trade your personal data to third-party marketing companies, data brokers, or advertising networks. Your information belongs to you. We use it solely to run and improve the pk11 platform for your benefit.
End-to-End Encryption
All data transmitted between your device and pk11 servers is protected by 256-bit SSL/TLS encryption. Payment data processed via bKash, Nagad, Rocket, and Upay is handled exclusively by PCI-DSS-compliant payment processors — pk11 never stores raw card numbers.
Your Rights, Respected
You have the right to access, correct, export, and delete your personal data held by pk11. Requests are processed within 10 Business Days. We will never penalise you for exercising your data rights, and exercising them will not affect the availability of your pk11 Account.
Defined Retention Periods
pk11 retains personal data only for as long as is necessary to fulfil the purpose for which it was collected, to meet legal and regulatory obligations, or to resolve disputes. Once data is no longer required, it is securely deleted or anonymised in accordance with our data retention schedule.
Breach Notification
In the unlikely event of a data breach that poses a risk to your rights, pk11 will notify affected members without undue delay. We maintain an internal incident response plan that is reviewed and tested regularly to ensure we can respond swiftly to any security incident.
01 Introduction
pk11 ("we", "us", "our") is committed to protecting the privacy of every person who visits, registers on, or uses the pk11 online casino and sports betting platform available at pk11.io (the "Platform"). This Privacy Policy sets out in clear, plain English how pk11 collects, uses, stores, shares, and protects personal data in connection with the Platform and all related services.
This Privacy Policy forms part of the pk11 Terms & Conditions and should be read alongside them. By using the pk11 Platform, you acknowledge that you have read this Privacy Policy and understand how your personal data will be handled. If you do not agree with any part of this policy, please discontinue use of the Platform and contact our support team to request account closure.
pk11 is operated as a platform dedicated to serving players across Bangladesh, including those located in Dhaka, Chittagong, Sylhet, Khulna, Rajshahi, Barisal, Rangpur, Mymensingh, and Cox's Bazar. All support and communications are conducted in English (en-BD).
02 Data Controller
For the purposes of this Privacy Policy, pk11 is the data controller responsible for the personal data of its registered members and Platform visitors. As data controller, pk11 determines the purposes for which, and the means by which, personal data is processed.
If you wish to exercise any of your data rights, raise a privacy concern, or submit a data-related enquiry, please contact the pk11 Data Protection team via the contact details set out in Section 15 of this Privacy Policy. All privacy-related requests are handled by a dedicated team and are treated with the same urgency as account support matters.
03 Data We Collect
pk11 collects personal data in the following categories. We collect only what is necessary for the stated purposes:
| Data Category | Examples | Purpose |
|---|---|---|
| Identity Data | Full name, date of birth, national ID number, passport number | Account registration, age verification (21+), KYC compliance |
| Contact Data | Email address, mobile number, city of residence | Account communication, support, transaction notifications |
| Financial Data | Mobile wallet numbers (bKash, Nagad, Rocket, Upay), deposit/withdrawal history, transaction reference numbers | Processing deposits and withdrawals, fraud prevention, AML compliance |
| Technical Data | IP address, device type, browser type, operating system, session timestamps | Security monitoring, fraud detection, platform optimisation |
| Usage Data | Games played, betting history, session duration, bonus usage, wagering patterns | Service delivery, responsible gaming monitoring, personalisation |
| Communication Data | Live chat transcripts, email correspondence, support ticket content | Customer service delivery, dispute resolution, quality assurance |
| Marketing Preferences | Opted-in promotion channels, preferred game categories, communication frequency settings | Sending relevant promotions and offers (only with your consent) |
04 How We Collect Your Data
pk11 collects personal data through the following means:
- Direct Interactions: Data you provide when you register an account, complete identity verification, make a deposit or withdrawal, contact our support team, or respond to a promotion.
- Automated Technologies: Technical and usage data collected automatically when you access the Platform, including via browser cookies, server logs, and session tracking technologies. See Section 8 for full details on our cookies policy.
- Payment Processors: Transaction confirmation data received from bKash, Nagad, Rocket, Upay, Visa, and Mastercard when you initiate a deposit or withdrawal. This is limited to confirmation references and amounts — not raw payment credentials.
- Identity Verification Providers: Where required for KYC (Know Your Customer) compliance, pk11 may use regulated third-party identity verification providers to check the authenticity of documents you submit. These providers supply pk11 with a verification outcome only.
- Third-Party Game Studios: Game providers such as Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi may share aggregated game-session data with pk11 for the purposes of settling winnings, resolving disputes, and monitoring game integrity. No personally identifiable data is shared by game studios without your knowledge.
05 How We Use Your Data
pk11 uses your personal data for the following specific purposes:
- Account Management: Creating, maintaining, and administering your pk11 Account, including verifying your identity and age (21+), managing your balance, and processing your deposits and withdrawals via bKash, Nagad, and other supported payment methods.
- Service Delivery: Providing access to pk11 casino games, live dealer tables, sports betting markets (including cricket BPL and T20 markets), and all other Platform features.
- Security & Fraud Prevention: Detecting and preventing fraud, money laundering, unauthorised access, multi-accounting, and other prohibited activities. This includes automated monitoring of account behaviour and transaction patterns.
- Responsible Gaming: Monitoring usage patterns to identify signs of potentially problematic gambling behaviour, enforcing deposit limits and self-exclusion requests, and proactively reaching out to players who may need support.
- Legal & Regulatory Compliance: Meeting anti-money laundering (AML) obligations, retaining records required under applicable laws, and cooperating with lawful requests from regulatory or law enforcement authorities.
- Customer Support: Responding to your enquiries, resolving disputes, and improving the quality of our support through quality assurance reviews of live chat and email interactions.
- Platform Improvement: Analysing aggregated, anonymised usage data to understand how players engage with the Platform, identify bugs, and develop new features.
- Marketing (with consent only): Sending you relevant promotional offers, seasonal bonuses (including Eid specials, Pohela Boishakh promotions, and BPL betting offers), and pk11 newsletters — but only where you have explicitly opted in to receive marketing communications. You may withdraw this consent at any time by contacting live chat support.
06 Legal Basis for Processing
pk11 processes your personal data under one or more of the following legal bases, depending on the type of data and the purpose of processing:
- Contractual Necessity: Processing required to perform our contract with you — i.e., to provide the pk11 Platform services you have registered to use, including processing your deposits and settling your winnings.
- Legal Obligation: Processing required for pk11 to comply with applicable legal and regulatory obligations, including AML checks, identity verification, and record-keeping requirements.
- Legitimate Interests: Processing necessary for pk11's legitimate business interests, provided those interests are not overridden by your privacy rights. This includes fraud prevention, platform security, responsible gaming monitoring, and improving Platform performance.
- Consent: Processing based on your freely given, specific, and informed consent — primarily for marketing communications. You retain the right to withdraw consent at any time, without affecting the lawfulness of processing carried out before the withdrawal.
07 Sharing Your Data
pk11 does not sell your personal data. We share your data only in the following limited and controlled circumstances:
- Payment Processors: bKash, Nagad, Rocket, Upay, Visa, and Mastercard receive the minimum data necessary to process your transactions (e.g., your registered mobile number for mobile wallet transfers). Each processor operates under its own privacy policy and is independently responsible for the data it receives.
- Identity Verification Providers: Regulated KYC providers receive copies of identity documents you submit for verification purposes. They process this data under strict contractual obligations and are not permitted to use it for any other purpose.
- Game Studio Providers: Third-party game providers (including Pragmatic Play, Evolution Gaming, NetEnt, Microgaming, Spribe, and Ezugi) receive session tokens and anonymised identifiers to enable game functionality. No personally identifiable information beyond what is strictly necessary for game session integrity is shared.
- Legal & Regulatory Authorities: pk11 will disclose personal data to law enforcement, regulatory bodies, or courts where required to do so by law, or where we believe in good faith that disclosure is necessary to protect the rights, property, or safety of pk11, its members, or the public.
- Business Successors: In the event of a merger, acquisition, or sale of all or part of pk11's operations, your personal data may be transferred to the acquiring entity, subject to equivalent privacy protections. You will be notified of any such transfer prior to its completion.
08 Cookies & Tracking Technologies
pk11 uses cookies and similar tracking technologies to operate and improve the Platform. A cookie is a small text file stored on your device when you visit a website. pk11 uses the following categories of cookies:
| Cookie Type | Purpose | Can Be Disabled? |
|---|---|---|
| Strictly Necessary | Essential for the Platform to function — session management, login authentication, security tokens, shopping cart equivalents (account balance display) | No — Platform will not function without these |
| Performance / Analytics | Anonymous data on how players navigate the Platform, which games are most popular, and where errors occur — used to improve Platform performance | Yes — via your browser cookie settings |
| Functional | Remembering your preferences such as language, previously played games, and responsible gaming settings | Yes — but some features may be reduced |
| Marketing / Targeting | Used (only with consent) to show you relevant pk11 promotions on Platform pages. pk11 does not use cross-site advertising cookies | Yes — withdraw consent via live chat |
You can manage cookie preferences through your browser settings at any time. Note that disabling strictly necessary cookies will prevent you from accessing your pk11 Account. pk11 does not use third-party advertising network cookies that track your activity across external websites.
09 Data Retention
pk11 retains personal data for no longer than is necessary to fulfil the purpose for which it was collected, subject to legal and regulatory minimum retention requirements. The following retention periods apply:
- Account and Identity Data: Retained for the lifetime of your pk11 Account and for a minimum of 5 years following account closure, to meet AML and record-keeping obligations.
- Financial Transaction Records: Retained for a minimum of 7 years from the date of the transaction, in accordance with financial record-keeping requirements applicable to online payment platforms operating in Bangladesh.
- Customer Support Communications: Retained for 3 years from the date of the interaction, to enable dispute resolution and quality assurance review.
- Technical and Usage Data (Logs): Retained for 12 months from the date of collection, after which they are automatically purged or anonymised.
- Marketing Preferences: Retained until you withdraw consent or close your account, whichever occurs first.
Upon expiry of the applicable retention period, personal data is securely deleted or irreversibly anonymised. Where data has been anonymised, it may be retained indefinitely for aggregated analytical purposes as it can no longer be linked to an individual.
10 Data Security
pk11 implements a comprehensive set of technical and organisational security measures to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures include, but are not limited to:
- 256-bit SSL/TLS encryption on all data transmitted between your device and pk11 servers.
- Encrypted storage of sensitive data fields, including identity document references and financial data, at rest using AES-256 encryption.
- Role-based access controls ensuring that pk11 staff can only access the personal data necessary for their specific job function.
- Multi-factor authentication requirements for all pk11 staff accessing systems that hold personal data.
- Regular third-party penetration testing and vulnerability assessments of the pk11 Platform and underlying infrastructure.
- Automated real-time fraud detection and anomaly monitoring systems that flag suspicious account activity for immediate review.
- A formal incident response plan that sets out the steps pk11 will take in the event of a suspected or confirmed data breach, including member notification procedures.
11 Your Data Rights
As a pk11 member, you hold the following rights with respect to your personal data. All requests are processed within 10 Business Days of receipt:
To exercise any of the above rights, contact the pk11 Data Protection team via live chat or email at [email protected]. Please include "Data Rights Request" in your subject line and provide sufficient information to verify your identity. pk11 will never charge a fee for processing a legitimate data rights request.
12 Children & Minors
The pk11 Platform is strictly intended for individuals who are 21 years of age or older. pk11 does not knowingly collect, store, or process personal data from any person under the age of 21. The Platform is not directed at minors and makes no appeal to persons under the applicable age restriction.
pk11 employs age verification controls at the point of registration and may require documentary proof of age at any time. Where pk11 discovers or has reasonable grounds to suspect that personal data belonging to a person under 21 has been collected — whether through misrepresentation by the individual, a third-party deposit, or any other means — pk11 will immediately close the relevant account, return any net deposits via the original payment method, and permanently delete all personal data associated with that account.
If you are a parent or guardian and believe that a minor in your care has registered on pk11, please contact our support team immediately via live chat so that we can take prompt action.
13 Third-Party Links
The pk11 Platform may contain references to third-party services such as game studios (Pragmatic Play, Evolution Gaming, etc.) and payment providers (bKash, Nagad, Rocket, Upay, Visa, Mastercard). Where you interact with a third-party service — for example, when processing a payment through bKash — you will be subject to that third party's own privacy policy and terms of service.
pk11 has no control over, and accepts no responsibility for, the privacy practices or content of third-party services. We encourage you to review the privacy policies of any third-party services you use in connection with your pk11 Account before submitting personal data to them.
14 Amendments to This Privacy Policy
pk11 reserves the right to amend this Privacy Policy at any time to reflect changes in applicable law, industry best practices, or the way in which we operate the Platform. When material changes are made, pk11 will notify registered members by posting a prominent notice on the Platform and, where reasonably practicable, by sending a notification to your registered contact details.
The "Last Updated" date at the top of this Privacy Policy will always reflect the date on which the most recent version came into effect. Your continued use of the pk11 Platform following the posting of a revised Privacy Policy constitutes your acceptance of the updated terms. If you do not agree with the revised policy, please discontinue use of the Platform and contact our support team to close your account.
15 Contact Us
If you have any questions, concerns, or requests relating to this Privacy Policy or the way in which pk11 processes your personal data, please contact us through one of the following channels:
- Live Chat: Available 24/7 directly from the pk11 Platform. This is the fastest method for all privacy and data-related enquiries. Please specify "Privacy / Data Request" at the start of your chat.
- Email: [email protected] — please use the subject line "Privacy Policy Enquiry" or "Data Rights Request" for faster routing. Responses within 1 Business Day for non-urgent matters; within 24 hours for urgent data security concerns.
- Coverage: pk11 support serves players across Dhaka, Chittagong, Sylhet, Khulna, Rajshahi, Barisal, Rangpur, Mymensingh, and Cox's Bazar. All privacy correspondence is handled in English.
pk11 aims to resolve all privacy-related enquiries promptly and fairly. If you remain dissatisfied with our response to a data rights request, you retain the right to escalate your complaint to the relevant data protection authority in your jurisdiction.
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