Live / Mobile
This Privacy Policy sets out what personal information q11 collects when you access our lobby, create an account or make a transaction using FPX, Touch 'n Go eWallet or Boost — and how we use, store and protect that information. Availability of our services depends on local law and eligible regions in Malaysia.
When you open an account with us, browse the lobby or complete a transaction via FPX online banking, Touch 'n Go eWallet, DuitNow or Boost, we collect certain information to make those actions work. This includes your registered name, contact address, device identifiers, and the transaction records tied to your account wallet. We collect only what is necessary to provide the service — we do not collect payment card numbers directly, because your FPX or Touch 'n Go eWallet transfer is processed through the relevant payment channel, not stored on our servers. Retention periods follow what is operationally required and what applicable law in Malaysia may prescribe. Where the law requires us to keep a transaction record for a defined period, we honour that requirement. Where no legal obligation exists, we do not hold data longer than the purpose demands. You can request a summary of what we hold against your account by reaching out through the support contact path described in the Support section below. We take reasonable technical steps to secure stored information, and we do not sell or trade your personal data to third parties for marketing purposes.
Not every part of your experience falls under one single policy document. This section draws a clear line between what our Privacy Policy governs directly and what sits outside it — so you know exactly where to look when a question arises about your data or a third-party service.
Any data collected when you log in, verify your account or update your profile details falls within this policy. That includes login identifiers, session tokens and the account wallet balance records shown after you sign in.
Deposit and withdrawal activity tied to FPX, Touch 'n Go eWallet, DuitNow or Boost is logged under your account. This policy covers how we retain and secure those records on our side — the payment channel itself has its own terms.
Game content served by studios such as PG Soft, Spadegaming or CQ9 is delivered through our lobby. We do not share your personal account data with those studios; they supply game content only, not account or identity services.
When you tap through to an external payment gateway or a linked platform, that service operates under its own privacy terms. We have no control over how those third parties handle your data once you leave our environment.
There are concrete steps you can take at any time regarding the personal information held against your account. Reviewing your registered details is straightforward: log in and go to the Account Settings section — your stored name, contact information and linked payment methods are displayed there. If any detail is incorrect, you can update most fields directly from that screen. For information that cannot be changed through self-service (such as identity verification records), contact our support team and we will walk through the correction process with you. If you have a question about what specific data we hold, or why it was collected, send that question to our dedicated policy contact and expect a clear, itemised response. Requests to close an account and have associated personal data handled according to our retention policy should also go through the same support path — the current status of any such request is shown in your account dashboard after login.
Log in and open Account Settings to see your registered details, linked payment methods and transaction history.
Update your contact information directly from the account settings screen. For identity-verified fields, reach the support team for assisted correction.
Send a specific question to our policy contact address if you want to know exactly what information is held and why it was collected.
Account closure and the associated data-handling request are processed through the support contact path. Check your account dashboard for the status of any open request.
Questions about this Privacy Policy, your account data or a correction request can be directed to us through any of the channels below. When writing to us, include your registered account identifier so we can locate your record without unnecessary back-and-forth.
Open the chat widget from any page in the lobby. State that your query is a privacy or data matter so it is routed to the right team rather than the general account queue.
Send a written request to our support email address listed on the Contact page. Written requests create a reference trail and are useful for correction or data-summary requests.
The current state of any open support or data request is shown in your account dashboard after login. Check there first before sending a follow-up to avoid duplicate tickets.
A policy is only meaningful when the operational details behind it are transparent. Here is a direct account of how we manage the four key areas that affect what happens to your information on this platform.
We use session cookies to keep you logged in and to remember your lobby preferences. Analytics cookies help us understand which game categories — slots, live casino, sportsbook — see the most activity. You can adjust cookie preferences through the browser settings on your device; blocking session cookies will affect login functionality.
Account access is protected by password authentication and, where enabled, two-step verification. We store passwords in hashed form — we cannot read your password, and neither can our support team. If you suspect unauthorised access, use the password reset path shown on the login screen immediately.
We hold transaction records — including FPX deposits, Touch 'n Go eWallet top-ups and DuitNow transfers — for as long as required by applicable law or by the operational need to resolve disputes. Once that period expires, the records are deleted or anonymised according to our internal schedule.
All requests to review, correct or remove personal data are handled by the same support team. Use the email or live chat path described in the support section above. We do not accept data requests through social media channels — only the registered contact paths documented here.
These are the questions we hear most often about how personal information is handled on this platform. If yours is not answered here, the support contact paths in the section above are the right place to send it.
We collect your registered name, contact details, device identifiers and the account activity tied to your login. Payment method details — such as your FPX bank or Touch 'n Go eWallet — are handled by the respective payment channel; we store a record of the transaction, not the raw payment credentials.
No. Studios such as PG Soft, CQ9 and Spadegaming supply game content to the lobby. We do not pass your account or identity data to them. They see the game session, not your registered details, contact information or payment records.
Retention periods are set by what applicable law in Malaysia requires and by our operational need to resolve any disputes. Once those requirements are met, records are deleted or anonymised. The exact schedule depends on the type of record and the legal context at the time.
Yes. Log in and check Account Settings for the information stored against your profile. For a more complete summary — including transaction history and any identity verification records — send a written request to our support team through the email or live chat paths described in this policy.
Most fields in Account Settings can be updated directly after login. For fields tied to identity verification — where a correction requires document review — contact the support team through live chat or email and we will process the change with you step by step.
We retain records for the period required by law or to resolve any outstanding account matters. Once those obligations are satisfied, your personal data is deleted or anonymised. You can track the status of a closure request through your account dashboard after submitting it.