Help Centre

ace11 Frequently Asked Questions

Everything Bangladesh players need to know about registration, payments, games, bonuses, and staying safe on ace11 — answered clearly and directly.

Account

Registration, KYC, and login help

Payments

bKash, Nagad, Rocket & bank

Games

Cricket, slots, and live casino

Bonuses

Welcome offer, wagering rules

Safety

SSL, 21+, self-exclusion

Support

24/7 via email

Welcome to the ace11 FAQ page — your go-to resource for clear, direct answers to the most common questions from players across Bangladesh. Whether you are new to ace11 or a returning player with a specific query about deposits via bKash, cricket betting rules, bonus wagering, or account security, you will find what you need below. If your question is not covered here, our support team is available 24/7 at [email protected].

Account & Registration

How do I create an ace11 account in Bangladesh?

Creating an ace11 account takes under two minutes. Visit the ace11 Login page, tap the registration option, and fill in your mobile number, a secure password, and your date of birth. You must be 21 or older to register. Once submitted, you will receive a verification code via SMS to your registered number — enter that code to activate your account and you are ready to deposit and play.

What documents do I need for KYC verification on ace11?

ace11 requires a government-issued photo ID for KYC verification — a valid National ID Card (NID), passport, or driving licence are all accepted. You will also need to submit a selfie holding your ID. KYC is required before your first withdrawal is processed. The verification process is typically completed within 24 hours. All documents are handled with strict confidentiality and SSL encryption.

I forgot my ace11 password — how do I reset it?

To reset your ace11 password, go to the login page and tap the 'Forgot Password' link. Enter the mobile number linked to your account and you will receive a one-time password (OTP) via SMS. Enter the OTP, then set a new password. If you no longer have access to your registered mobile number, contact [email protected] with your full name and NID details so the team can verify your identity and assist with the reset.

Can I have more than one ace11 account?

No. ace11 strictly allows one account per person. Operating multiple accounts is a violation of the Terms & Conditions and may result in the suspension of all associated accounts and forfeiture of any balances. If you have inadvertently created a duplicate account, contact [email protected] immediately to have the duplicate closed. One account per player ensures fair play for everyone on the platform.

How do I close my ace11 account permanently?

To permanently close your ace11 account, email [email protected] from your registered email address stating clearly that you wish to close your account. The support team will confirm your identity and process the closure within 48 hours. Any remaining balance will be refunded to your verified payment method before the account is closed. If your reason for closing is related to gambling concerns, we encourage you to consider self-exclusion instead, which you can request in the same email.

Deposits & Withdrawals

How do I deposit money into my ace11 account using bKash?

To deposit via bKash on ace11, log in to your account, go to the Deposit section, and select bKash as your payment method. Enter the amount you wish to deposit (minimum ৳500), then follow the on-screen steps to complete the payment through your bKash app or by dialling *247#. Deposits via bKash are typically credited to your ace11 account within a few minutes. bKash is the fastest and most popular payment option for players in Dhaka, Chittagong, and across Bangladesh.

What is the minimum deposit amount on ace11?

The minimum deposit on ace11 is ৳500 for mobile wallet payments including bKash, Nagad, Rocket, and Upay. For bank transfers via Dutch-Bangla Bank, BRAC Bank, IBBL, or Sonali Bank, the minimum deposit is ৳1,000. There is no maximum deposit limit, though large deposits may trigger an additional KYC review. All deposits are processed in BDT (Bangladeshi Taka) and credited to your account at the current rate with no hidden fees from ace11.

How long does a withdrawal take on ace11?

ace11 processes withdrawal requests within 1 to 4 hours for verified accounts during standard business hours (Bangladesh Standard Time, UTC+6). Withdrawals to bKash and Nagad are typically the fastest, often completing within 30 to 60 minutes. Bank transfers to Dutch-Bangla, BRAC Bank, or Sonali Bank may take up to 24 hours. If your account has not completed KYC, withdrawal processing will be paused until verification is complete.

What is the minimum withdrawal amount on ace11?

The minimum withdrawal amount on ace11 is ৳500 for all supported payment methods including bKash, Nagad, Rocket, and bank transfer. Withdrawals must be made to the same payment method used for your deposit, as part of ace11's anti-money laundering policy. There are no withdrawal fees charged by ace11 itself, though your bank or mobile wallet provider may apply their own transaction charges.

Does ace11 charge fees on deposits or withdrawals?

ace11 does not charge any platform-level fees on deposits or withdrawals. The full amount you deposit is credited to your account, and the full withdrawal amount is sent to your chosen payment method. However, third-party providers such as bKash, Nagad, or your bank may apply their own service charges — these are outside ace11's control. Check with your payment provider for their current fee schedule before initiating a large transaction.

Games & Gameplay

Can I bet on Bangladesh Premier League (BPL) matches on ace11?

Yes, ace11 offers cricket betting on BPL matches, IPL, T20 World Cup, ICC events, and bilateral series featuring the Bangladesh Tigers. You can bet on match winners, top batsman, top bowler, total runs, live in-play markets, and more. BPL betting markets go live as soon as the schedule is published, and live odds are updated ball-by-ball during matches. This makes ace11 a popular choice for cricket fans across Dhaka, Sylhet, and Chittagong during the BPL season.

Are the slot games on ace11 fair and random?

Yes. All slot games on ace11 are powered by certified Random Number Generator (RNG) software from reputable providers including Pragmatic Play, NetEnt, and Microgaming. These RNG systems are independently tested and certified to ensure genuinely random, unpredictable outcomes on every spin. The Return to Player (RTP) percentage for each slot is set by the game provider and is not modified by ace11. Fair play is a core commitment at ace11 for all players in Bangladesh.

Can I play ace11 games on my mobile phone?

Yes, ace11 is fully optimised for mobile play. The platform works smoothly in any modern mobile browser — Chrome, Samsung Internet, or Safari on iOS — without requiring an app download. Simply visit ace11.bio on your phone, log in, and play. The site is designed as a mobile-first experience, so cricket betting, slots, Keno, Plinko, and live casino games all perform well on Android and iPhone screens of any size.

What live casino games are available on ace11?

ace11 offers a full live casino suite powered by Evolution Gaming and Ezugi, featuring games including Live Roulette, Live Blackjack, Live Baccarat, Dragon Tiger, Andar Bahar, and Teen Patti. All games are streamed in real time with professional dealers. Live casino sessions run 24 hours a day, 7 days a week, so players in Bangladesh can join a table at any hour and enjoy an authentic casino experience from their phone.

How do I place a cricket bet on ace11 — what are the steps?

To place a cricket bet on ace11, log in and navigate to the Cricket section. Browse available matches and tap the market you want to bet on — for example, 'Match Winner' or 'Top Batsman'. Enter your stake amount in BDT and confirm the bet. Your potential payout is shown before you confirm. For live in-play betting, odds update in real time as the match progresses, so act quickly when you see the value. Minimum stake per bet is ৳50.

Bonuses & Promotions

What welcome bonus does ace11 offer to new players in Bangladesh?

ace11 offers a welcome bonus to new players on their first deposit — the bonus amount and percentage are displayed on the active promotions page at the time of registration. The welcome bonus is credited to your account automatically after your first qualifying deposit clears. To check the current welcome bonus offer, visit the promotions section after logging in. Bonus terms including wagering requirements apply; review them before claiming.

What is a wagering requirement and how does it work on ace11?

A wagering requirement (also called rollover) is the number of times you must bet the bonus amount before you can withdraw winnings derived from that bonus. For example, a ৳1,000 bonus with a 20x wagering requirement means you need to place ৳20,000 in total bets before the bonus winnings become withdrawable cash. ace11 displays the specific wagering requirement for each promotion clearly in the bonus terms. Always read the T&C before claiming any bonus.

Do free spins winnings count toward the wagering requirement on ace11?

Yes, winnings from free spins on ace11 are subject to wagering requirements before they can be withdrawn. The specific rollover multiplier for free spin winnings is stated in the promotion's terms and conditions. Typically, free spin winnings carry a wagering requirement between 20x and 40x. Always check the current terms in the promotions section of your ace11 account, as specific requirements may vary by promotion.

Can I use a bonus on cricket betting or only on slots?

Whether a bonus can be used on cricket betting, slots, live casino, or other game types depends on the specific promotion. Some ace11 bonuses are available across all game categories including cricket betting and slots, while others are slot-specific or sports-specific. The eligible game types are always listed in the bonus terms. If you are unsure which games count toward clearing your wagering requirement, contact [email protected] for clarification before you play.

Safety & Responsible Gaming

Is ace11 safe and legitimate for players in Bangladesh?

ace11 is a safe and reliable platform for Bangladeshi players, using 256-bit SSL encryption to protect all account data and financial transactions. All slot and casino games are powered by certified RNG systems from established providers. Player funds are held separately from operational funds. ace11 is committed to transparent, fair gaming and implements strict KYC procedures to protect the integrity of the platform and the safety of every player on it.

What is the minimum age to play on ace11?

The minimum age to register and play on ace11 is 21 years old. This applies to all players regardless of location within Bangladesh or the type of game being played. Age verification is a mandatory part of the KYC process before any withdrawal is permitted. ace11 takes underage gambling seriously — any account found to belong to a person under 21 is immediately closed and funds are returned to the verified payment source.

How do I self-exclude from ace11 if gambling is becoming a problem?

To self-exclude from ace11, email [email protected] with the subject line 'Self-Exclusion Request', your full name, and your registered mobile number. Specify the duration you need — options range from 1 month up to permanent exclusion. Your account will be suspended within 24 hours, all promotional communications will stop, and ace11 will take steps to prevent new registrations by the same person. Self-exclusion is free, confidential, and always available. For more detail, visit our Responsible Gaming page.

How do I contact ace11 customer support?

ace11 customer support is available 24 hours a day, 7 days a week. The primary contact method is email: [email protected]. When emailing, include your registered mobile number and a clear description of your issue to help the team resolve it quickly. ace11 support operates on Bangladesh Standard Time (UTC+6) and aims to respond to all enquiries within a few hours. There is no telephone support line — email is the official and fastest channel.

What should I do if my deposit on ace11 was not credited to my account?

If your deposit has not appeared in your ace11 account within 30 minutes, first check your bKash, Nagad, or bank app to confirm the payment was successfully sent. If the payment shows as completed on your end but the balance is missing in ace11, email [email protected] immediately with your registered mobile number, the transaction reference number from your payment app, the deposit amount in BDT, and the date and time of the transaction. The support team will investigate and resolve the issue promptly.