Privacy Policy —
How 11wen Handles Your Data

1 About This Policy

This Privacy Policy applies to all use of the 11wen platform — including the website at 11wen.net and the 11wen Android app. It covers the personal data of all registered users and visitors to the platform, regardless of which device or connection method they use to access it.

By registering an account or using any feature of the 11wen platform, you acknowledge that you have read this Privacy Policy and understand how your data is collected and used. This policy should be read alongside the Terms and Conditions, which govern the overall agreement between you and 11wen.

We take data privacy seriously. 11wen collects only the information that is genuinely necessary to provide a working, secure and personalised platform experience. We do not collect data for the sake of it, and we do not sell your personal information to third parties for advertising or marketing purposes.

If you have any questions about this policy or how your data is handled, the contact details are at the end of this page.

2 What We Collect

The types of personal data 11wen collects depend on how you interact with the platform. Here is a breakdown of the main categories:

We do not collect sensitive categories of personal data such as health information, religious beliefs or biometric data. Where identity verification requires document upload — for example, a CNIC scan — those documents are processed for verification purposes only and handled with strict access controls.

3 How We Use Your Data

11wen uses your personal data only for the purposes necessary to operate the platform and provide you with a working account. The main uses are:

• Account management: Creating and maintaining your 11wen account, verifying your identity and age, and managing account security including password resets and suspicious login alerts.
• Payment processing: Facilitating PKR deposits and withdrawals via JazzCash, Easypaisa, Raast, bank transfer and supported cards. Verifying that payment methods belong to you.
• Platform operation: Running games, recording bets, settling outcomes, calculating balances and displaying your account history accurately.
• Customer support: Responding to your queries, resolving disputes, investigating issues with deposits or withdrawals, and processing self-exclusion or responsible gaming requests.
• Security and fraud prevention: Detecting and investigating unusual account activity, multi-accounting, bonus abuse and other forms of misuse. Protecting the integrity of the platform for all users.
• Platform improvement: Analysing usage patterns at an aggregate level to understand how the platform is used, identify technical issues and improve the user experience over time.
• Legal compliance: Retaining transaction and account records as required for legal and regulatory compliance purposes applicable to the platform's operations.

We do not use your personal data to build advertising profiles, sell to data brokers, or share with unrelated third parties for marketing purposes. If we ever introduce direct marketing communications, we will ask for your explicit opt-in consent first.

4 Payment Data & PKR Transactions

Because 11wen is a PKR-based platform that handles real-money deposits and withdrawals, payment data is a particularly sensitive category that we treat with extra care.

When you make a deposit or withdrawal using JazzCash, Easypaisa, Raast, a bank transfer or a card, the transaction is processed through the relevant payment provider. 11wen receives confirmation of the transaction and stores a record of it — including the amount, method, timestamp and reference number — for account balance management and dispute resolution purposes.

We do not store full card numbers on our systems. Card payments are processed by PCI-compliant payment processors and only tokenised or partial card data is retained on 11wen's side for reference purposes.

For mobile wallet payments — JazzCash and Easypaisa — we record the registered phone number associated with the wallet and the transaction confirmation details. This information is used to verify that the payment method belongs to you and to process future transactions to the same method.

All financial records related to your account are retained for the period described in the Data Retention section below. You can view your own transaction history at any time from within your account.

5 Who We Share Your Data With

11wen does not sell your personal data. We share your information only where it is necessary to operate the platform, comply with legal obligations, or protect the platform and its users from harm. The categories of third parties who may receive your data are:

• Payment processors: JazzCash, Easypaisa, Raast, banks and card networks — to process your PKR deposits and withdrawals. These providers receive only the data necessary to complete the transaction.
• Identity verification providers: Third-party services used to verify the authenticity of identity documents submitted during account verification. These providers process document data under strict confidentiality agreements.
• Technology and hosting providers: Cloud infrastructure, database and platform technology providers that host the 11wen platform and its data. These providers act as data processors and are bound by data processing agreements.
• Fraud and security services: Third-party tools used to detect suspicious activity, bot usage and potential fraud patterns on the platform.
• Legal and regulatory authorities: Where required by applicable law, court order or lawful request from a competent authority, 11wen may be required to disclose user data. We will notify affected users where legally permitted to do so.

All third parties who process data on behalf of 11wen are required to handle that data securely, use it only for the stated purpose, and comply with applicable data protection standards. We do not permit our service providers to use your data for their own purposes.

6 Cookies & Tracking

11wen uses cookies and similar technologies to make the platform work correctly and to understand how it is being used. Here is what we use and why:

• Essential cookies: These are required for the platform to function. They maintain your login session, remember your preferences and ensure that security features work correctly. You cannot opt out of essential cookies while using the platform.
• Analytics cookies: We use anonymised usage data to understand which parts of the platform are most used, where technical issues occur, and how users navigate between pages. This data is aggregated and does not identify individual users.
• Preference cookies: These remember your platform settings — such as language or display preferences — so you do not have to reset them on every visit.

We do not use third-party advertising or tracking cookies that build profiles for ad targeting. The data collected through cookies on 11wen stays within 11wen's analytics environment and is not shared with advertising networks.

You can control or clear cookies through your browser settings. Note that disabling essential cookies will affect the platform's functionality and your ability to stay logged in.

7 Security Measures

11wen implements a range of technical and organisational security measures to protect your personal data against unauthorised access, loss, misuse or alteration. These include:

• Encrypted data transmission using TLS/HTTPS across all platform connections
• Encrypted storage for sensitive account and payment data
• Access controls that restrict internal access to personal data on a need-to-know basis
• Session management controls including automatic session timeouts after periods of inactivity
• Monitoring systems that flag unusual login activity, including logins from new devices or locations
• Regular security reviews of platform infrastructure and third-party integrations

While we take every reasonable step to protect your data, no platform can guarantee absolute security. You play an important role in keeping your account safe — use a strong, unique password, do not share your login credentials with anyone, and contact support immediately if you suspect unauthorised access to your account.

8 Data Retention

11wen retains your personal data for as long as your account is active and for a reasonable period thereafter, in line with the following principles:

• Active accounts: Data is retained for the duration of your account's active status. This includes account details, transaction history, betting records and support communications.
• Closed accounts: Following account closure, core account and transaction records are retained for a minimum period to meet legal, audit and dispute resolution obligations. After this period, data is securely deleted or anonymised.
• Verification documents: Identity documents submitted for verification are retained only as long as necessary for the verification purpose and any associated compliance obligation, then securely destroyed.
• Support communications: Chat logs and email correspondence with support are retained for a reasonable period to assist with follow-up queries and dispute resolution.

When data is no longer required, it is securely deleted from 11wen's systems or anonymised so that it can no longer be linked to any individual. We do not retain data indefinitely without a legitimate operational or legal reason.

9 Your Rights

You have the following rights in relation to the personal data that 11wen holds about you. To exercise any of these rights, contact our support team using the details at the bottom of this page.

We will respond to all valid data requests within a reasonable timeframe. In some cases, we may need to verify your identity before processing the request to ensure we are releasing data only to the account holder.

10 Minors

11wen is strictly an adults-only platform. We do not knowingly collect personal data from anyone under the age of 18. If you are under 18, do not attempt to register an account or use the platform in any way.

If we discover or are notified that an account has been registered by someone under 18, that account will be closed immediately, any balance will be voided, and all associated personal data will be deleted from our systems as soon as practicably possible.

If you are a parent or guardian and believe your child may have created an account on 11wen, please contact support immediately with details of the account so we can investigate and act without delay.

11 Changes to This Policy

11wen may update this Privacy Policy from time to time to reflect changes in how we operate, changes to the platform's features, or updates required by applicable law. When we make material changes, we will update the "Last Updated" date at the top of this page and notify active users via the platform or registered contact details where the changes are significant.

Continued use of the platform after an updated Privacy Policy is published constitutes your acknowledgement of the changes. We recommend reviewing this page periodically — particularly when you notice the Last Updated date has changed.

If a future change to this policy requires your explicit consent for a new type of data processing, we will obtain that consent before the new processing begins.

12 Contact Us

If you have any questions about this Privacy Policy, want to exercise one of your data rights, or need to report a privacy concern, please get in touch with the 11wen support team — available 24 hours a day, 7 days a week.

You can reach us via the live chat feature within the platform, or by email:

For responsible gaming queries — including self-exclusion, deposit limits or cooling-off periods — visit the Responsible Gaming page or use the live chat option.

For general platform questions, visit our FAQ page.