FAQ 11k —
Answers to All Your Questions

No. Each individual is only permitted to hold one 11k account. Owning multiple accounts is a serious violation of our Terms and Conditions and may result in the closure of all related accounts along with forfeiture of balances and wins. If you are having trouble accessing your existing account, contact our support team for assistance.

The 11k platform is exclusively for users aged 18 years and above. This is a non-negotiable policy. All new players are required to verify their age through the KYC process before their first withdrawal is processed. If an underage player is found using the platform, the account will be closed immediately and all funds returned according to the relevant procedure.

KYC (Know Your Customer) is an identity verification process that requires you to submit a copy of your MyKad (front and back) along with proof of current address such as a bank statement or utility bill. This process is required before your first withdrawal is processed. KYC is an industry-standard procedure that protects your account from unauthorised use. Verification is typically completed within 1–24 business hours.

On this page Login, click the "Forgot password?" link and enter your registered phone number or email. The system will send an OTP code to verify your identity, after which you can set a new password. For a forgotten username, contact our customer support with proof of identity for assistance.

11k supports a wide range of Malaysian local payment methods including DuitNow, FPX (all major Malaysian banks), Touch 'n Go eWallet, Boost, and GrabPay. All transactions are conducted in Malaysian Ringgit (MYR) with no currency conversion. There are no hidden fees for deposits.

The minimum deposit limit starts from as low as RM10, depending on the selected payment method. The maximum limit depends on the payment method and your account level. For higher limits, you may need to complete the KYC process first. Exact limit information is displayed during the deposit process within your account.

Most deposit methods such as DuitNow and FPX are processed instantly or within a few minutes. Deposits via eWallets such as Touch 'n Go, Boost, and GrabPay are also typically credited almost instantly. If your deposit does not appear after 15 minutes, contact our customer support with proof of transaction (screenshot) for verification.

11k does not charge any processing fees for deposits. You deposit RM100, and RM100 is credited in full to your account. However, some banks or eWallet providers may apply a small transaction fee on their end — this is outside 11k's control. Check with your payment service provider if you are unsure about any charges on their side.

Log in to your 11k account, go to the "Wallet" or "Finance" section, select "Withdrawal" and enter the amount you wish to withdraw. Choose your preferred withdrawal method and enter the correct bank account or eWallet details. Additional verification may be required for large withdrawals. Make sure your KYC is complete before processing your first withdrawal.

Withdrawals to local bank accounts are typically processed within 1–3 business days after the request is submitted. Withdrawals to eWallets such as Touch 'n Go and Boost are usually faster, often within a few hours. Processing times may be longer if KYC verification is still in progress or during public holidays. All approved withdrawals will receive a notification via SMS or email.

A withdrawal request can be rejected for several reasons: KYC is incomplete or unverified, bonus wagering requirements have not been met, the bank account details entered are incorrect, or the account requires additional security review. If your withdrawal is rejected, you will receive a notification stating the reason. Contact our support team if you need further clarification.

New 11k members are eligible for an exclusive welcome bonus activated after the first deposit. There are also free spins for selected Slots and casino credits for new members. All bonuses are subject to wagering requirements as stated in the relevant promotion terms. Check the promotions page in your account for currently active offers.

Wagering requirements refer to the total amount you need to bet before winnings from a bonus can be withdrawn. For example, if you receive a RM100 bonus with a 30x wagering requirement, you must place bets totalling RM3,000 before the bonus funds can be converted to withdrawable cash. Requirements vary for each promotion and are clearly stated in the terms of each bonus.

Yes. If your friend who is already a 11k member shares a referral code with you, enter the code in the "Referral Code" field during registration. A valid referral code may provide additional benefits to you as a new member. Referral codes can only be used during registration and cannot be added after an account has been created.

The 11k platform uses 256-bit SSL encryption for all data communications — including login, deposits, withdrawals, and the exchange of personal information. Your data is stored on secure servers and is not shared with third parties without your consent, except as required by law. For full details, refer to Privacy Policy ours.

Two-factor authentication (2FA) is an extra security layer that requires an OTP code from your phone each time you log in — in addition to your regular password. 2FA is not mandatory but is strongly recommended for all players. You can enable it via Account Settings → Security after logging in. With 2FA active, no one can access your account even if they know your password.

Act immediately. Change your account password right now, then contact 11k customer support via live chat and report the incident with as much detail as possible — including the time, device, and location you suspect. Our security team will review your account activity, block access from suspicious sources, and help you regain full control of your account.

The 11k platform offers an extensive range of games including Live Casino with real dealers (baccarat, roulette, blackjack, sic bo), hundreds of slots from leading international providers, Sports Betting covering Malaysian and international football leagues, interactive bingo, and a multi-category Game Lobby. All games can be played directly from a web browser with no app download required.

Yes. All slot games and casino games at 11k use a Random Number Generator (RNG) that has been verified by an independent third-party auditing body. The RNG ensures every spin or card hand is completely random and cannot be predicted or manipulated. Live Casino games use real dealers and equipment that can be observed through a live video stream.

If your internet connection drops while playing, the 11k system will save your last game state. When you reconnect and log back in, you can continue from where you left off. For Live Casino games, the dealer will manage any ongoing round according to standard game rules if you get disconnected. If you experience any issues with credits or wins following a technical disruption, contact our support team.

11k provides a range of responsible gaming tools that you can activate directly from your account settings: deposit limits (daily, weekly, monthly), loss limits, session time limits, temporary break options (cooling off from 24 hours to 30 days), and long-term self-exclusion. All tools take effect immediately once configured. We encourage all players to use these tools before they feel the need to. For more information, refer to the Responsible Gaming ours.

Log in to your account, go to Settings → Responsible Gaming Controls → Self-Exclusion. You can choose an exclusion period of 6 months, one year, or permanent. While the exclusion is active, you will not be able to log in or carry out any activity on the platform. Your account balance can be withdrawn before the exclusion takes effect. Contact our support team if you need assistance through this process.