key11 Privacy Policy

1 Introduction

key11 ("key11", "we", "us", "our") is committed to protecting the privacy and security of every player who uses the key11 online betting and casino platform, accessible at https://key11.onl (the "Platform"). This Privacy Policy describes the personal data we collect, the purposes for which we use it, the parties with whom we may share it, and the rights available to you as a data subject.

This Privacy Policy applies to all users of the Platform, including registered account holders, visitors who browse without registering, and individuals who contact key11 via email or live chat. By using the Platform, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with how key11 processes personal data, please discontinue use of the Platform and contact our support team to arrange account closure.

2 Data Controller

For the purposes of applicable data protection law, key11 is the data controller in respect of the personal data collected through the Platform. As the data controller, key11 determines the purposes and means of processing your personal data and bears the corresponding responsibilities under applicable law.

If you have any questions about how key11 processes your personal data, or if you wish to exercise any of your data subject rights, you may contact the key11 data protection point of contact via the support team at [email protected]. All data-related queries are handled with the same priority as account support requests, and key11 aims to respond to all written data enquiries within 30 calendar days of receipt.

3 Information We Collect

key11 collects personal data through several channels, including the registration process, ongoing use of the Platform, communications with the support team, and automated technical means. The categories of data we collect are set out in the table below.

3.1 Data You Provide Voluntarily

Most of the personal data key11 holds is provided directly by you — for example, during account registration, when completing KYC verification, when making a deposit or withdrawal request, or when you contact the support team. Providing accurate data is a condition of using the Platform, and supplying false information may result in account closure and forfeiture of balances in accordance with the Terms & Conditions.

3.2 Data Collected Automatically

When you visit or use the key11 Platform, certain technical data is collected automatically by our servers and analytics systems. This includes your IP address, the device and browser you are using, your approximate geographic location (country level), pages you navigate to, and how long you spend on each page. This information is used to maintain Platform security, detect fraud, and improve the user experience for all players.

4 How We Use Your Data

key11 uses the personal data collected for the following specific purposes:

• Account Management: To create, maintain, and manage your key11 player account, including verifying your identity, processing deposits and withdrawals, and providing access to all Platform features.
• Transaction Processing: To facilitate and record all financial transactions made through the Platform, including deposits via bKash, Nagad, Rocket, and Upay, and all withdrawal requests.
• Identity and Age Verification: To verify that you meet the minimum age requirement of 21 years and that your identity documents are genuine, as required to prevent underage gambling and comply with applicable regulations.
• Fraud and Security: To detect and prevent fraudulent activity, money laundering, bonus abuse, multi-accounting, and other prohibited activities on the Platform.
• Responsible Gaming: To monitor gaming behaviour for patterns that may indicate problem gambling and to administer responsible gaming tools such as deposit limits, session controls, and self-exclusion programmes.
• Customer Support: To respond to your queries, complaints, and requests via live chat and email, and to maintain a record of our communications for quality assurance and dispute resolution purposes.
• Legal and Regulatory Compliance: To comply with applicable anti-money laundering (AML) regulations, know-your-customer (KYC) requirements, and any other legal obligations to which key11 is subject.
• Service Improvement: To analyse aggregated, anonymised usage data to understand how players interact with the Platform and to develop new features, improve existing ones, and optimise overall performance.
• Marketing (where consented): To send you promotional offers, bonus notifications, and news about new games and features, where you have opted in to receive such communications. You may withdraw consent at any time.

5 Legal Basis for Processing

key11 processes personal data only where a valid legal basis exists for doing so. The primary legal bases on which key11 relies are as follows:

• Contractual Necessity: Processing necessary to perform the contract between key11 and you — including account creation, transaction processing, KYC verification, and customer support.
• Legal Obligation: Processing required to comply with applicable laws, including AML/KYC obligations, fraud prevention requirements, and cooperation with lawful requests from competent authorities.
• Legitimate Interests: Processing undertaken in pursuit of key11's legitimate business interests — including fraud detection, Platform security, service improvement, and responsible gaming monitoring — where these interests are not overridden by your own rights and interests.
• Consent: Processing based on your freely given, specific, and informed consent — primarily in the context of direct marketing communications. You may withdraw this consent at any time without affecting the lawfulness of processing carried out prior to withdrawal.

6 Data Sharing and Disclosure

key11 does not sell your personal data to any third party. We share personal data only in the limited circumstances described below, and always subject to appropriate safeguards:

• Payment Processors: bKash, Nagad, Rocket, Upay, Visa, and Mastercard receive transaction-relevant data necessary to process your deposits and withdrawals. Each provider operates under its own privacy policy and data protection standards.
• Identity Verification Providers: Third-party KYC and identity verification service providers may receive copies of identity documents and related personal data for the purposes of verifying your identity and age.
• Game Software Providers: Partners such as Pragmatic Play, Evolution Gaming, Spribe, NetEnt, Microgaming, and Ezugi may receive session and gameplay data necessary to deliver game content and resolve disputes.
• IT and Security Service Providers: Companies that provide cloud infrastructure, cybersecurity services, and Platform maintenance may have limited, controlled access to technical data as part of their service delivery.
• Law Enforcement and Regulatory Authorities: key11 will disclose personal data to competent authorities when required to do so by law, court order, or a legitimate regulatory request. key11 will notify you of any such disclosure where permitted to do so by law.

7 Payment Data

key11 treats financial data with a heightened level of care. When you make a deposit using bKash, Nagad, Rocket, or Upay, the transaction is processed directly through the respective payment provider's secure infrastructure. key11 receives a transaction reference and confirmation of payment status but does not store your mobile banking PIN, one-time passwords (OTPs), or full account credentials on its servers.

For card-based payments processed via Visa or Mastercard, payment card data is handled by a PCI-DSS compliant payment gateway. key11 does not store full card numbers, security codes (CVV/CVC), or card expiry dates on its own systems. Only the last four digits of a card number may be retained for reference and fraud prevention purposes.

All financial records, including deposit and withdrawal history, are retained for the period required by applicable financial record-keeping regulations and are accessible to you via your account dashboard at any time.

8 Cookies and Tracking Technologies

key11 uses cookies and similar tracking technologies to operate and improve the Platform. Cookies are small text files stored on your device by your web browser. They allow key11 to recognise your device across sessions, remember your preferences, maintain your logged-in state, and analyse how the Platform is used.

8.1 Types of Cookies Used

• Strictly Necessary Cookies: Essential for the Platform to function. These enable core features such as session management, security checks, and access to your account. These cookies cannot be disabled without impairing the functionality of the Platform.
• Performance and Analytics Cookies: Collect aggregated, anonymised data about how visitors use the Platform — such as which pages are visited most frequently and whether error messages are encountered. This data is used solely to improve the Platform experience.
• Functionality Cookies: Allow the Platform to remember choices you make — such as your preferred language or display settings — to provide a more personalised experience during your session.
• Marketing Cookies (where applicable): Used to deliver promotional content relevant to your interests, where you have consented to receive marketing communications. You may opt out of marketing cookies through your account preferences.

You may control and manage cookie preferences through your browser settings. Please note that disabling certain categories of cookies may affect the functionality of the key11 Platform.

9 Data Retention

key11 retains personal data only for as long as is necessary to fulfil the purpose for which it was collected, or for such longer period as may be required by applicable law. The general retention principles key11 applies are as follows:

• Account data and transaction records are retained for a minimum of five years following account closure, in compliance with financial record-keeping and anti-money laundering obligations.
• Identity verification documents (KYC records) are retained for the period required by applicable AML regulations from the date of the last transaction or account closure, whichever is later.
• Customer support communications are retained for a period of three years from the date of the interaction, to facilitate dispute resolution and quality assurance.
• Technical log data (server logs, IP records) is retained for a maximum of 12 months from the date of collection, unless a longer period is required for security investigation purposes.
• Marketing consent records are retained for the duration of your account and for a period of one year following the withdrawal of consent, to demonstrate compliance with consent requirements.

When personal data is no longer required and the applicable retention period has expired, key11 securely deletes or anonymises it in accordance with industry best practices.

10 Data Security

key11 implements a comprehensive set of technical and organisational security measures designed to protect your personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures include:

• 256-bit SSL/TLS encryption for all data transmitted between your browser and key11's servers.
• Encrypted storage of sensitive data, including identity documents and financial records, within key11's secure data infrastructure.
• Access controls that restrict who within key11's organisation can access personal data, based on the principle of least privilege.
• Regular security assessments and penetration testing to identify and remediate vulnerabilities in the Platform.
• Monitoring systems that detect unusual activity, potential intrusions, and other security anomalies in real time.
• Staff training on data protection responsibilities and security best practices.

Despite these measures, no data transmission or storage system can be guaranteed to be 100% secure. In the unlikely event of a data breach that is likely to result in a high risk to your rights and freedoms, key11 will notify affected individuals without undue delay and will take immediate remedial action.

11 Children and Minors

key11 is strictly an adult platform. The minimum age to register and use the Platform is 21 years. key11 does not knowingly collect personal data from individuals under the age of 21. If key11 becomes aware that personal data has been collected from a person under the age of 21, that account will be immediately suspended and all associated data will be deleted, with any deposits returned to the originating payment method where possible.

Parents and guardians are encouraged to use available parental controls and device monitoring tools to prevent minors from accessing online gambling platforms. If you believe that a minor has registered an account on key11, please contact the support team immediately at [email protected].

12 Third-Party Links

The key11 Platform may contain references to game providers and payment partners whose services are integrated within the Platform. These third-party services operate under their own privacy policies and terms, which are separate from this Privacy Policy. key11 is not responsible for the data practices of third-party providers and encourages you to review the privacy policies of any third-party services you interact with through the Platform.

key11 does not include outbound links to external websites unrelated to the delivery of its core services. The Platform is designed as a self-contained environment, and navigation is limited to the pages and features that are part of the key11 service.

13 Marketing Communications

Where you have provided consent, key11 may send you promotional emails, SMS messages, or in-platform notifications about bonuses, new game launches, seasonal promotions — such as those around Eid, Pohela Boishakh, or IPL and BPL cricket seasons — and other offers relevant to your interests as a player on the key11 platform.

You may withdraw your consent to receive marketing communications at any time by updating your notification preferences within your account dashboard or by contacting the key11 support team. Withdrawal of marketing consent does not affect transactional messages such as deposit confirmations, withdrawal notifications, account security alerts, or updates to these policies — these are service communications and will continue to be sent regardless of marketing preferences.

14 Changes to This Privacy Policy

key11 reserves the right to update this Privacy Policy from time to time to reflect changes in our data practices, updates to applicable law, or improvements to the Platform. When material changes are made, key11 will notify registered players via their account email address and will display a prominent notice on the Platform for a reasonable period following the change.

The effective date at the top of this Privacy Policy indicates when the current version was last revised. We encourage you to review this policy periodically so that you remain informed about how key11 protects your personal data. Your continued use of the Platform after the effective date of any revision constitutes your acceptance of the updated Privacy Policy.

15 Contact and Complaints

If you have any questions, concerns, or complaints regarding this Privacy Policy or the way in which key11 processes your personal data, please contact the key11 support team using the following details:

• Email: [email protected] (plain text — not a clickable link)
• Live Chat: Available 24 hours a day, 7 days a week via your key11 account dashboard
• Response Time: Data-related queries are acknowledged within 5 business days and resolved within 30 calendar days

key11 takes all privacy complaints seriously and will investigate any concern raised thoroughly and impartially. Where a complaint cannot be resolved to your satisfaction through direct engagement with the support team, you retain the right to seek further recourse through applicable legal channels available in your jurisdiction.