ace11 Privacy Policy

1. Introduction

This Privacy Policy ("Policy") describes how ace11 ("ace11", "we", "us", "our") collects, uses, discloses, and safeguards personal data relating to individuals ("you", "your") who access or use the ace11 online casino and sports betting platform at ace11.bio ("Platform"). ace11 is committed to handling your personal data with integrity, transparency, and in accordance with applicable data protection principles. This Policy forms part of our Terms and Conditions, which you accepted when registering your ace11 account.

By accessing the ace11 platform, you acknowledge that you have read and understood this Policy. If you do not agree with any part of this Policy, please discontinue use of ace11 and contact us at [email protected] to request account closure. This Policy may be updated from time to time; the current version is always the version published at ace11.bio/privacy-policy.

2. Information We Collect

ace11 collects personal data in three main ways: information you provide directly, information generated by your use of the Platform, and information received from third parties. The categories of personal data we collect are described below:

Information You Provide Directly

• ▸Account registration data: your full name, date of birth, mobile number, and any other information you supply when creating or updating your ace11 account.
• ▸KYC identity documents: copies of government-issued ID (National Identity Card, passport, or driving licence), proof of address documents, and proof of payment method ownership submitted during the identity verification process.
• ▸Communications: records of messages, emails, chat transcripts, or other correspondence you send to or receive from ace11 customer support.
• ▸Responsible gaming preferences: self-exclusion requests, deposit limit settings, session time limit preferences, and reality check configurations you apply to your account.

Information Generated by Your Use of the Platform

• ▸Transaction records: deposits, withdrawals, wagers placed, game outcomes, bonus claims, and the full history of financial activity associated with your ace11 account.
• ▸Device and technical data: IP address, device type and model, operating system, browser type and version, device identifier, and mobile network information collected automatically when you access the Platform.
• ▸Usage and behavioural data: pages visited, features used, session duration, click patterns, game preferences, and navigation paths within the Platform. This data helps us improve the Platform and detect unusual activity.

Information Received from Third Parties

• ▸KYC and identity verification providers: confirmation of identity, age verification results, and fraud screening outputs from our KYC service partners used to validate your account registration.
• ▸Payment processors: transaction confirmation data, payment method validation results, and fraud risk scores from payment service providers such as bKash, Nagad, Rocket, Upay, Visa, and Mastercard.
• ▸Fraud prevention services: data shared with or received from fraud detection and anti-money laundering screening services where necessary to protect the integrity of the ace11 platform and its players.

3. How We Use Your Information

ace11 processes personal data only for the purposes described in this Policy. We do not use your data for any purpose beyond what is reasonably necessary to deliver, maintain, and improve the Platform and comply with our legal obligations:

• ▸Account management: to create, maintain, verify, and administer your ace11 account, including processing login requests, password resets, and account preference updates.
• ▸Transaction processing: to process deposits, withdrawals, and wagers placed on the Platform, including communicating payment confirmations and transaction history to you.
• ▸Identity verification and fraud prevention: to perform KYC checks, verify your age and identity, detect and prevent fraudulent activity, money laundering, and other prohibited conduct on the Platform.
• ▸Customer support: to respond to enquiries, resolve complaints, and provide assistance related to your account, transactions, games, or any other aspect of the Platform.
• ▸Responsible gaming: to enforce responsible gaming tools you have set on your account, including deposit limits, session time limits, self-exclusion periods, and reality check reminders. Data processed for responsible gaming purposes is handled with particular care.
• ▸Platform improvement and analytics: to analyse usage patterns, identify technical issues, improve game performance, enhance user experience, and develop new features. Analytics data is processed in aggregated or pseudonymised form wherever possible.

4. Legal Basis for Processing

ace11 processes your personal data on one or more of the following legal bases, depending on the specific purpose of the processing:

• ▸Contractual necessity: processing is necessary to perform our contract with you — specifically, to operate your account, process wagers, handle payments, and deliver the ace11 service as described in our Terms and Conditions.
• ▸Legal obligation: processing is required to comply with applicable laws and regulations, including anti-money laundering obligations, KYC requirements, and mandatory reporting duties to regulatory or law enforcement authorities.
• ▸Legitimate interests: processing is necessary for ace11's legitimate business interests — including fraud prevention, platform security, responsible gaming enforcement, and improving the Platform — where those interests are not overridden by your rights and freedoms.
• ▸Consent: where we rely on your consent to process personal data — for example, to send you optional marketing communications — you may withdraw that consent at any time by contacting us at [email protected]. Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Your Information

ace11 does not sell your personal data. We share personal data only in the limited circumstances set out below, and only to the extent necessary for the stated purpose:

• ▸Payment service providers: we share transaction-related data with bKash, Nagad, Rocket, Upay, Visa, Mastercard, and other payment processors solely to execute deposit and withdrawal instructions associated with your account.
• ▸KYC and identity verification providers: we share identity documents and personal details with third-party KYC service providers to verify your identity and age in compliance with our account verification obligations.
• ▸Game content providers: aggregate, non-identifiable usage data may be shared with game studios such as Pragmatic Play, Evolution Gaming, Spribe, and Ezugi to support technical integrations, game performance reporting, and RNG auditing. No personally identifiable information is shared with game providers.
• ▸Law enforcement and regulatory authorities: we may disclose personal data to police, financial intelligence units, or other regulatory bodies in Bangladesh or internationally where we are required to do so by law, court order, or where disclosure is necessary to prevent, detect, or prosecute criminal activity including fraud and money laundering.

6. Payment Data and Financial Information

ace11 does not store your full payment credentials. When you make a deposit using bKash, Nagad, Rocket, Upay, or a bank card, the payment is processed directly by the relevant payment service provider. ace11 receives only a transaction reference, confirmation status, and the last few digits of the payment instrument where applicable — never the full account number, PIN, or card number.

Transaction records associated with your ace11 account — including deposit amounts, withdrawal amounts, dates, and payment method types — are retained as part of your account history and are used for account management, dispute resolution, KYC compliance, and anti-money laundering record-keeping obligations.

7. Cookies and Tracking Technologies

ace11 uses cookies and similar tracking technologies to operate the Platform effectively and improve the user experience. A cookie is a small text file stored on your device when you access a website. We use the following categories of cookies:

Cookie Categories

• ▸Strictly necessary cookies: these are essential for the Platform to function. They enable core features such as user login sessions, account authentication, security token management, and remembering your language and currency preferences. These cookies cannot be disabled.
• ▸Analytical cookies: these help us understand how players interact with the Platform by collecting anonymous usage statistics — for example, which pages are visited most frequently, how long sessions last, and which features generate the most engagement. This data is used in aggregate form to improve Platform performance.
• ▸Fraud prevention and security cookies: these cookies support our fraud detection systems by identifying unusual login patterns, tracking device fingerprints, and flagging suspicious activity. They are a core component of our player protection infrastructure.

You can control and manage cookies through your browser settings. Please note that disabling strictly necessary cookies may prevent certain features of the ace11 Platform from working correctly. Analytical and security cookies are set automatically when you access the Platform and expire at the end of your browser session or after a defined period, whichever is sooner.

8. Data Security

ace11 takes the security of your personal data seriously and has implemented a range of technical and organisational measures designed to protect your data against unauthorised access, accidental loss, alteration, disclosure, or destruction:

• ▸SSL/TLS encryption: all data transmitted between your device and ace11 servers is encrypted using industry-standard SSL/TLS protocols. This protects your login credentials, personal details, and financial information during transmission.
• ▸Access controls: access to personal data held on ace11 systems is restricted to authorised personnel only, on a strict need-to-know basis. All staff with access to personal data are subject to confidentiality obligations.
• ▸Pseudonymisation and data minimisation: where technically feasible, ace11 pseudonymises or anonymises personal data used for analytical and testing purposes so that it can no longer be attributed to an identified individual without additional information.
• ▸Incident response: ace11 maintains a documented data breach response procedure. In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify affected players promptly and take immediate steps to contain and remediate the breach.

9. Data Retention

ace11 retains your personal data only for as long as is necessary to fulfil the purposes for which it was collected, as described in this Policy. The specific retention period depends on the category of data and the purpose for which it is held. As a general guide: account registration data and KYC documents are retained for the duration of your account plus a minimum of five years after account closure to comply with anti-money laundering record-keeping obligations; transaction records are retained for a minimum of five years from the date of each transaction; communications with customer support are retained for a minimum of two years.

When personal data is no longer required for the purpose for which it was collected and no legal retention obligation applies, ace11 securely deletes or anonymises the data so that it can no longer be linked to an identifiable individual.

10. Your Data Protection Rights

Depending on applicable law, you may have the following rights in relation to the personal data ace11 holds about you. To exercise any of these rights, contact us at [email protected] with your full name, registered mobile number, and a description of your request:

• ▸Right of access: you have the right to request a copy of the personal data ace11 holds about you. We will provide this within a reasonable timeframe, subject to identity verification.
• ▸Right to rectification: if any personal data ace11 holds about you is inaccurate or incomplete, you have the right to request that we correct or complete it. You may also update certain account details directly through your account settings.
• ▸Right to erasure: in certain circumstances, you have the right to request that ace11 delete your personal data. This right is subject to our legal retention obligations — for example, we cannot erase transaction records or KYC documents during the mandatory retention period.
• ▸Right to restrict processing: you may request that ace11 restrict the processing of your personal data in certain circumstances — for example, where you contest the accuracy of the data or where you have objected to processing based on legitimate interests.
• ▸Right to data portability: where processing is based on your consent or on contractual necessity, you may request that ace11 provide your personal data in a structured, commonly used, machine-readable format so that you can transfer it to another service provider.
• ▸Right to object: you have the right to object to the processing of your personal data where processing is based on ace11's legitimate interests. You also have an unconditional right to object to the use of your personal data for direct marketing purposes at any time.

11. Marketing Communications

ace11 may send you promotional communications about bonuses, new games, seasonal promotions, and platform updates where you have consented to receive such communications at the time of registration or have subsequently opted in. Marketing messages are sent via SMS to your registered mobile number or via in-platform notifications.

You may opt out of marketing communications at any time by contacting [email protected] and stating that you wish to unsubscribe from promotional messages. Opting out of marketing does not affect essential transactional communications — for example, deposit confirmations, withdrawal notifications, and account security alerts will continue to be sent regardless of your marketing preference.

12. Responsible Gaming and Data

Personal data processed in connection with responsible gaming tools — including self-exclusion records, deposit limit configurations, session time limits, and reality check settings — is treated with a higher level of care than standard account data. This information is used exclusively to enforce the protections you have requested and is never used for marketing profiling or shared with third parties for commercial purposes. If you request self-exclusion, ace11 will immediately suppress all marketing communications to you and apply the exclusion across the entire Platform. Self-exclusion data is retained for the duration of the exclusion period and for a minimum of five years thereafter to prevent the inadvertent re-activation of a self-excluded account.

13. Third-Party Links

The ace11 Platform may contain references to third-party services such as payment providers (bKash, Nagad, Rocket) and game content studios. ace11 is not responsible for the privacy practices of any third-party service. When you interact with a third-party payment provider — for example, when initiating a bKash deposit — you are subject to that provider's own privacy policy and terms of service. We recommend that you review the privacy policies of any third-party services you use in connection with ace11.

14. Children and Age Restriction

ace11 is strictly for adults aged 21 and above. We do not knowingly collect personal data from any person under the age of 21. If we become aware that personal data relating to a person under 21 has been collected — whether through a misrepresentation at registration or otherwise — we will immediately close the associated account, delete the personal data, and where required report the matter to relevant authorities. If you believe that a person under 21 has registered an account on ace11, please notify us immediately at [email protected].

15. Changes to This Privacy Policy

ace11 reserves the right to update this Privacy Policy at any time. When we make material changes — changes that significantly alter how we collect, use, or share your personal data — we will notify you via SMS to your registered mobile number at least 7 days before the change takes effect. Minor changes such as clarifications, corrections, or updates to contact information may be made without prior notice. The current version of this Policy is always the version published at ace11.bio/privacy-policy. Continued use of ace11 after any change takes effect constitutes your acceptance of the revised Policy.

16. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or the way ace11 handles your personal data, please contact our support team. We aim to respond to all privacy-related enquiries within 5 business days. Our support is available 24 hours a day, 7 days a week, aligned to Bangladesh Standard Time (UTC+6).