Privacy Policy

1. Introduction

This Privacy Policy describes how 11wbet ("we," "us," "our") collects, uses, stores, and protects personal information from users ("you," "your") of our online gaming platform accessible at https://11wbet.cam and associated mobile applications. By creating an account or using our services, you consent to the data practices described in this policy.

We recognize the importance of protecting your personal data, particularly given the sensitive nature of financial transactions and gaming activities. This policy has been drafted in accordance with internationally recognized data protection principles and is designed to give you complete transparency into our data handling practices.

11wbet serves the Indonesian market and our data processing activities are tailored to Indonesian players' needs while maintaining international security standards. We process data exclusively for legitimate business purposes: account management, payment processing, fraud prevention, regulatory compliance, and customer service delivery.

2. Information We Collect

We collect several types of information to provide and improve our services:

Personal Identification Information

When you register an account with 11wbet, we collect:

• Basic Identity Data: Full legal name, date of birth, gender, nationality
• Contact Information: Email address, phone number (mobile), residential address
• Government ID: Indonesian National ID (KTP) number, ID card images (front and back), selfie photo holding ID
• Financial Information: Bank account details (bank name, account number, account holder name), e-wallet account information (OVO, DANA, GoPay, etc.)

Transaction and Gaming Data

To process payments and maintain gaming records, we collect:

• Deposit and withdrawal transaction histories with timestamps, amounts, and payment methods
• Betting history including bet types, stakes, odds, outcomes, and timestamps
• Game play records including games played, session duration, win/loss records
• Bonus claims, wagering progress, and promotion participation
• Account balance changes and financial transaction logs

Technical and Usage Information

We automatically collect technical data when you access our platform:

• Device information (device type, operating system, browser version, screen resolution)
• IP address and approximate geographic location (city/region level only)
• Login timestamps, session duration, and access logs
• Pages visited, links clicked, and feature usage patterns
• Error logs and crash reports for technical troubleshooting

Communication Records

When you contact customer support, we retain:

• Live chat transcripts, email correspondence, and WhatsApp message histories
• Customer service tickets including issue descriptions and resolutions
• Feedback forms and survey responses
• Phone call recordings (with prior notice and consent)

Verification Documents

For KYC (Know Your Customer) compliance, we collect:

• Copies of government-issued identification (KTP, passport, driver's license)
• Proof of address documents (utility bills, bank statements dated within 3 months)
• Selfie photos with ID for identity verification
• Source of funds documentation if required for large transactions

3. How We Use Your Data

11wbet processes your personal information for the following legitimate purposes:

Account Management

• Creating and maintaining your user account
• Verifying your identity and age (enforcing 21+ requirement)
• Authenticating logins and preventing unauthorized access
• Managing account settings, preferences, and profile information

Transaction Processing

• Processing deposits, withdrawals, and internal transfers
• Verifying payment methods and bank account ownership
• Reconciling financial transactions and maintaining accurate balance records
• Generating transaction receipts and financial statements

Service Delivery

• Providing access to sports betting markets, casino games, and lottery products
• Calculating odds, settling bets, and crediting winnings
• Administering bonuses, promotions, and VIP rewards
• Delivering customer support via live chat, email, and WhatsApp

Security and Fraud Prevention

• Detecting and preventing fraudulent activities, money laundering, and identity theft
• Monitoring for multi-accounting and bonus abuse
• Investigating disputes, chargebacks, and payment irregularities
• Enforcing Terms & Conditions and preventing terms violations

Legal and Regulatory Compliance

• Complying with anti-money laundering (AML) regulations
• Meeting Know Your Customer (KYC) verification requirements
• Responding to legal requests from law enforcement or regulatory authorities
• Maintaining records as required by our international gaming license

Communication and Marketing

• Sending transactional emails (deposit confirmations, withdrawal notifications, password resets)
• Delivering promotional communications about bonuses, new games, and special offers (with your consent)
• Conducting customer satisfaction surveys and feedback collection
• Providing personalized game recommendations based on play history

4. Data Sharing and Disclosure

11wbet does not sell your personal information to third parties. We share data only in the following limited circumstances:

Payment Service Providers

We share necessary financial information with Indonesian banks (BCA, BRI, BNI, Mandiri, CIMB Niaga, OCBC NISP, Bank Permata, BSI) and e-wallet providers (OVO, DANA, GoPay, ShopeePay, LinkAja) to process your deposits and withdrawals. These providers have their own privacy policies governing their data handling.

Game Suppliers

We share limited technical data (user ID, session tokens) with third-party game providers to deliver slot games, live casino tables, and other gaming content. Game suppliers do not receive your personal identification or financial information.

Verification Services

For KYC verification, we may use third-party identity verification services that check your ID documents against official databases. These services process data on our behalf under strict confidentiality agreements.

Legal Obligations

We may disclose your information if required by law, court order, or regulatory authority, including:

• Responding to lawful requests from Indonesian law enforcement agencies
• Complying with anti-money laundering investigations
• Cooperating with gaming regulators under our license jurisdiction
• Enforcing our legal rights in disputes or litigation

Business Transfers

In the event of a merger, acquisition, or sale of assets, your personal information may be transferred to the acquiring entity. You will be notified of any such change in ownership or control of your data.

5. Data Security Measures

We implement industry-leading security measures to protect your personal information:

Encryption

• 256-bit SSL/TLS encryption for all data transmission between your device and our servers
• End-to-end encryption for sensitive financial transactions
• Encrypted storage of passwords using bcrypt hashing algorithms
• Database-level encryption for personally identifiable information at rest

Access Controls

• Role-based access restrictions limiting employee access to personal data on a need-to-know basis
• Two-factor authentication for administrative accounts
• Regular access audits and immediate revocation of access for departing employees
• IP whitelisting and geographic restrictions for administrative systems

Infrastructure Security

• Hosting on secure cloud infrastructure with redundant backups
• Regular security patches and software updates
• Firewall protection and intrusion detection systems
• 24/7 security monitoring and incident response team

Testing and Audits

• Annual penetration testing by independent security firms
• Regular vulnerability assessments and security audits
• Compliance certifications for payment processing (PCI DSS standards)
• Continuous monitoring for suspicious activities and data breaches

6. Cookies and Tracking Technologies

11wbet uses cookies and similar technologies to enhance your experience and analyze platform usage:

Essential Cookies

These cookies are necessary for the website to function and cannot be disabled:

• Session cookies maintaining your login state
• Security cookies preventing fraudulent activities
• Load balancing cookies distributing traffic across servers

Functional Cookies

These cookies remember your preferences and settings:

• Language preference (default Indonesian or English)
• Display settings (odds format, time zone)
• Recent game history and favorites

Analytics Cookies

We use analytics tools to understand how users interact with our platform:

• Page view tracking and navigation patterns
• Feature usage statistics (which games are most popular)
• Performance metrics (page load times, error rates)
• Aggregate demographic data (age ranges, locations at city level)

Managing Cookies

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of the 11wbet platform. Most browsers allow you to refuse cookies or delete existing cookies through their settings menu.

7. Your Privacy Rights

As a 11wbet user, you have the following rights regarding your personal data:

Right to Access

You can request a copy of all personal data we hold about you. We will provide this information in a structured, commonly used format within 30 days of your request.

Right to Rectification

If your personal information is inaccurate or incomplete, you can update it through your account settings or by contacting customer support. For KYC documents, you may need to submit new verification materials.

Right to Erasure

You can request deletion of your personal data, subject to certain limitations. We may be required to retain certain information for legal compliance (e.g., transaction records for tax purposes) or fraud prevention for up to 7 years after account closure.

Right to Restrict Processing

You can request that we limit how we use your data while we investigate a dispute or concern you have raised about our data handling practices.

Right to Data Portability

You can request that we transfer your data to another service provider in a machine-readable format, where technically feasible.

Right to Object

You can object to processing of your data for marketing purposes at any time. Opt-out links are included in all promotional emails, or you can adjust your communication preferences in account settings.

Exercising Your Rights

To exercise any of these rights, contact our Data Protection Officer at [email protected] with your full name, registered email address, and specific request. We will respond within 30 days and may require identity verification to prevent unauthorized access.

8. Data Retention Periods

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy:

Data Type	Retention Period	Reason
Account Information	Active + 7 years	Regulatory compliance, legal obligations
Transaction Records	Active + 10 years	Tax reporting, AML compliance, dispute resolution
KYC Documents	Active + 7 years	Identity verification, regulatory audits
Gaming History	Active + 5 years	Dispute resolution, game integrity investigations
Communication Records	Active + 3 years	Customer service quality, dispute evidence
Marketing Consent	Until withdrawn	Honoring opt-out requests permanently

After the retention period expires, we securely delete or anonymize your data so it can no longer be associated with you personally. Anonymized data may be retained indefinitely for statistical analysis.

9. International Data Transfers

11wbet operates internationally and may transfer your data outside of Indonesia to:

• Cloud hosting providers with data centers in Singapore, Hong Kong, or other ASEAN regions
• Game suppliers headquartered in Malta, Curacao, or other gaming license jurisdictions
• Payment processors operating regional networks across Southeast Asia

When we transfer data internationally, we ensure adequate protection through:

• Standard contractual clauses approved for international data transfers
• Ensuring recipient countries have adequate data protection laws
• Binding corporate rules for transfers within corporate groups
• Your explicit consent where required by law

10. Contact Information

If you have questions, concerns, or complaints about this Privacy Policy or our data handling practices, please contact us:

• Email: [email protected]
• Subject Line: "Privacy Inquiry" or "Data Protection Request"
• Response Time: We aim to respond to all privacy inquiries within 5 business days

For urgent security concerns or suspected data breaches affecting your account, use the subject line "URGENT: Security Issue" and we will prioritize your request for immediate investigation.