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These terms set out the rules that govern your use of q11 — covering account access, wallet transactions through FPX and Boost, game participation, and the rights available to you. Availability depends on local law and applies only where permitted in your region.
When you open and use a q11 account, you are agreeing to the terms described on this page. These terms apply each time you log in, browse game lobbies — including titles from Bigtime Gaming, CQ9 and PG Soft — place a wager, or move funds through your account wallet. We keep these terms updated to reflect changes in how q11 operates, and the version shown here is the one currently in effect. Transactions made via FPX online banking, Boost wallet top-ups, or Touch 'n Go eWallet are each subject to the processing conditions of the respective payment method alongside these terms. Where a conflict exists between a payment provider's conditions and ours, we will let you know which applies to the specific transaction type. We do not apply these terms in a jurisdiction where local law does not permit the services described. Access to game content, account features and payment channels is conditional on eligibility in your region. If you are unsure whether access is permitted where you are, we ask that you check local regulations before proceeding. Continuing to use the platform after we post a revised version of these terms is taken as your acceptance of the updated conditions. We will not make material changes without reasonable notice through your account dashboard.
Not every interaction on q11 is governed by the same set of rules. This section draws the boundary clearly so you know which parts of your account these terms cover and where a separate policy or a third-party condition takes over.
Creating an account, logging in and managing your profile details all fall within the scope of these terms. The eligibility conditions and the access steps shown on the account page apply directly under this policy.
Deposits via FPX, Boost or Touch 'n Go eWallet, and withdrawals to your linked bank account, are covered here. The limits, verification steps and processing conditions visible in your account wallet apply alongside these terms.
Game content from studios such as Spadegaming, Joker and Habanero is made available through our lobby. Our terms govern your access to that content; the studios themselves hold separate rights over the game software and mechanics.
External payment processors, network providers and any linked service operated by a party other than q11 operate under their own terms. We are not responsible for the policies of those third parties, and their conditions run separately from ours.
These terms are not one-directional. You have concrete actions available to you at any point during your time as a q11 account holder. Your transaction history — covering every deposit, withdrawal and game round — is accessible from the account dashboard after you log in; no request is needed to view your own records. If your registered details change, such as your contact number or email address, you can update them directly through the account settings page. We ask that information stays current because it affects how we reach you for account verification. Where you believe a transaction has been recorded incorrectly, you can raise a dispute by contacting our support team and quoting the transaction reference shown in your wallet history. We will review and respond through the same channel. If you want a copy of the data held against your account, or if you want to close it, submit the request through the support contact path listed on this page.
Log in and open the account dashboard to see a full history of your transactions, game rounds and wallet movements. No separate request is needed — the records are displayed there directly.
Update your registered email address, phone number or linked payment method through the account settings page. Keeping details accurate helps us process FPX or Boost transactions without delays caused by verification mismatches.
If any part of these terms is unclear or you believe something has been applied incorrectly to your account, contact support and reference the specific section or transaction in question. We will respond through the channel you used to contact us.
You may close your q11 account at any time by submitting a request to support. Any remaining wallet balance subject to our withdrawal conditions will be handled according to the process shown in your account at the time of the request.
If these terms raise a question you cannot resolve by reading this page, our support team is the right place to take it. Each contact path below routes to staff who can address account, transaction and policy questions directly — not just general lobby help.
Open the live chat window from any page on q11 to reach our support team. This is the fastest path for questions about your account, a specific transaction or how a clause in these terms applies to your situation.
Send a detailed account or policy question to our support email address listed in your account dashboard. Include your account reference and, where relevant, the transaction ID from your wallet history so we can respond with specifics.
Many policy-related actions — reviewing records, updating details, checking transaction status — do not require contacting us at all. Log in and go to the dashboard first; the current state of your account and any pending items are shown there.
Our approach to holding and using your information is straightforward: we collect what is needed to operate your account, process transactions and meet the verification requirements of payment providers like FPX and Boost. Nothing beyond that is retained without a clear purpose tied to your use of q11.
We store the account details you provide at registration, your transaction records and the session data needed to run your account securely. You can view the data held under your account by logging in and checking the dashboard, or by contacting support to request a summary.
Cookies are used to keep your session active, remember your lobby preferences and support the account verification steps required by payment methods such as Touch 'n Go eWallet and DuitNow. You can manage cookie settings through your browser; some functions may not work if cookies are fully disabled.
Your account is protected by login credentials you set and the verification steps shown during access. We recommend keeping your password unique to q11 and not sharing login details. If you suspect unauthorised access, contact support immediately through live chat and we will act on the report.
Account data is held for as long as your account is active and for the period required by applicable conditions after closure. If you want to request changes to your records or understand how long specific data is kept, raise it through the support email shown in your account dashboard.
These are the questions we get most often about how the terms apply to your account. If your question is not covered here, live chat or the support email in your dashboard will get you a direct answer.
Yes. Any funds movement through your q11 account wallet — whether via FPX, Boost or Touch 'n Go eWallet — falls within the scope of these terms. The limits and verification steps shown during a transaction also apply and are displayed in your account at the time.
We post the current version of these terms on this page and note material changes through your account dashboard after login. Continuing to use your account after a revision is posted counts as acceptance of the updated terms. We aim to give reasonable notice before significant changes take effect.
Your full transaction history is available in the account dashboard once you log in. Every deposit, withdrawal and game round is listed there with a reference number. No separate request is needed — the records are displayed directly and you can raise a dispute by quoting the reference to support.
Account data is retained for the period required by applicable conditions after closure. If you want to understand what is kept and for how long, or to request changes to your records, contact our support team by email and include your account reference in the message.
These terms govern your access to q11 and the game content available through our lobby. Studios such as CQ9 and Habanero supply the game software and hold separate rights over it. Their own conditions apply to the software itself; our terms cover your account access and how you interact with that content on q11.
Access depends on local law and is available only where local regulations permit. We do not apply these terms in jurisdictions where the services described are not permitted. Check local regulations in your area before proceeding if you are unsure about eligibility.