Table of Contents
- Introduction and Scope
- Personal Data We Collect
- How We Use Your Personal Data
- Legal Basis for Processing
- Data Sharing and Disclosure
- Cookies and Tracking Technologies
- Data Retention Periods
- Data Security Measures
- Your Data Rights
- Children and Minors
- Third-Party Services and Links
- Changes to This Privacy Policy
- Contact and Data Requests
1 Introduction and Scope
This Privacy Policy ("Policy") is issued by bk11 ("bk11", "the Company", "we", "us", "our") and applies to all personal data collected from users ("you", "your") who access or use the bk11 online gaming and sports betting platform available at bk11.games, including all associated mobile-optimised interfaces, live dealer services, payment cashier functions, and customer support channels (collectively, "the Platform").
bk11 is committed to handling your personal information with care, transparency, and respect. This Policy sets out in plain terms what data we collect, why we collect it, how it is used, with whom it may be shared, how long it is kept, and how you can exercise your rights as a data subject. We have written this Policy to be as clear and direct as possible — if you are a player based in Karachi, Lahore, Faisalabad, or anywhere else in Pakistan, this document applies fully to you.
This Policy should be read alongside the bk11 Terms and Conditions and Responsible Gaming Policy, both of which are available on the Platform and incorporated by reference into the full legal framework governing your use of bk11.
2 Personal Data We Collect
bk11 collects personal data from you in several ways: directly when you register an account or contact support, automatically as you use the Platform, and from third-party verification and payment service providers. The categories of personal data we collect include the following:
| Data Category | Examples | How Collected |
|---|---|---|
| Identity Data | Full name, date of birth, CNIC number, passport number, gender | Registration form, KYC verification |
| Contact Data | Email address, phone number, city and province | Registration form, account updates |
| Financial Data | JazzCash / EasyPaisa account reference, bank account details, transaction history | Payment cashier, deposit/withdrawal requests |
| Verification Documents | CNIC scan, passport copy, utility bill, bank statement | KYC upload portal |
| Technical Data | IP address, device type, browser type and version, operating system | Automatically via cookies and server logs |
| Behavioural Data | Games played, bets placed, session duration, deposit patterns | Automatically via Platform activity logs |
| Communications Data | Live chat transcripts, support email content, feedback submissions | Support interactions |
3 How We Use Your Personal Data
bk11 uses your personal data only for legitimate purposes directly connected to operating the Platform and serving you as a player. We do not process your data for any purpose beyond those stated below without first obtaining your explicit consent.
- Account creation and management: To register your bk11 account, verify your identity, and maintain your account in good standing.
- KYC compliance: To verify that you meet the minimum age requirement of 21 years and to confirm your identity in accordance with our regulatory obligations.
- Payment processing: To process deposits and withdrawals via JazzCash, EasyPaisa, HBL, UBL, Meezan Bank, Visa, Mastercard, and USDT, and to maintain accurate transaction records.
- Platform delivery: To provide access to casino games, sports betting markets, live dealer tables, and all other Platform features.
- Fraud prevention and AML: To detect, investigate, and prevent fraudulent activity, money laundering, and any other illegal conduct connected to your account.
- Customer support: To respond to your queries, resolve disputes, and provide account assistance via live chat and email.
- Responsible gaming: To monitor account activity for signs of problem gambling behaviour and to action any responsible gaming tools you have activated, including self-exclusion and deposit limits.
- Promotional communications: To send you relevant bonus offers, promotional updates, and Platform announcements, where you have opted in to receive such communications.
- Platform improvement: To analyse aggregate usage data and improve the functionality, performance, and security of the bk11 Platform.
- Legal compliance: To comply with applicable laws, regulatory requirements, and the terms of bk11's international gaming licence.
4 Legal Basis for Processing
bk11 processes personal data in accordance with recognised legal bases for data processing. For each processing activity, at least one of the following legal bases applies:
- Contractual necessity: Processing required to fulfil the bk11 Terms and Conditions and deliver the services you have signed up for, including account management, deposits, withdrawals, and gaming access.
- Legal obligation: Processing required to comply with applicable laws, including KYC verification, AML reporting obligations, and the requirements of bk11's gaming licence authority.
- Legitimate interests: Processing carried out for bk11's legitimate business interests — such as fraud prevention, security monitoring, and Platform improvement — where those interests are not overridden by your rights and freedoms.
- Consent: Processing activities that are not covered by the above bases, such as sending you optional marketing communications, are carried out only with your explicit prior consent. You may withdraw this consent at any time by updating your notification preferences in your account settings or by contacting support.
5 Data Sharing and Disclosure
bk11 does not sell your personal data. We share personal data only with trusted third parties who require it to deliver services on our behalf, or with regulatory and law enforcement authorities where legally required. The categories of recipients with whom we may share your data include:
- Identity verification providers: Third-party KYC services that verify your CNIC, passport, and proof of address documents. These providers are contractually bound to process your data solely for verification purposes.
- Payment processors: JazzCash, EasyPaisa, HBL, UBL, Meezan Bank, and card processing networks (Visa/Mastercard) receive the minimum necessary transaction data to process your deposits and withdrawals.
- Game providers: Software providers whose games are integrated into the bk11 Platform may receive your anonymised player ID and session data for game delivery and RNG certification purposes.
- Fraud and AML service providers: Specialist firms that assist bk11 in detecting suspicious activity and meeting anti-money laundering obligations.
- Customer support platforms: Live chat and ticketing system providers who process your support communications on bk11's behalf under strict data processing agreements.
- Regulatory and law enforcement authorities: Where bk11 is legally required or compelled by a valid court order or regulatory direction to disclose your data, we will do so. bk11 will notify you of such a disclosure where legally permissible.
6 Cookies and Tracking Technologies
bk11 uses cookies and similar tracking technologies — including local storage objects and session tokens — to operate the Platform, remember your preferences, maintain your login session, and analyse usage patterns. The types of cookies used by bk11 are as follows:
- Strictly necessary cookies: Required for the Platform to function. These include session authentication tokens, CSRF protection cookies, and load-balancing identifiers. You cannot opt out of strictly necessary cookies without disabling your ability to use the Platform.
- Functional cookies: Remember your language preference, display settings, and account options to personalise your experience. These are enabled by default but can be adjusted in your browser settings.
- Analytics cookies: Collect anonymised information about how players use the bk11 Platform — such as which game categories are most visited and where navigation improvements can be made. This data is aggregated and never linked to individual identities.
- Security cookies: Help bk11 detect unusual login behaviour, prevent account takeover attempts, and identify fraud patterns. These cookies form part of bk11's multi-layered account security system.
You can manage your cookie preferences through your browser settings at any time. Disabling functional or analytics cookies will not prevent you from using the core Platform, but may affect personalisation features. bk11 does not use third-party advertising cookies or behavioural retargeting technologies.
7 Data Retention Periods
bk11 retains your personal data for as long as necessary to fulfil the purposes for which it was collected, to comply with legal and regulatory obligations, and to resolve any disputes that may arise. The following general retention periods apply:
| Data Type | Retention Period | Reason |
|---|---|---|
| Account and identity data | Duration of account + 5 years post-closure | Regulatory and legal compliance |
| KYC documents | Duration of account + 5 years post-closure | AML obligations, licence requirements |
| Transaction records | 7 years from transaction date | Financial record-keeping laws |
| Support communications | 3 years from last interaction | Dispute resolution, quality assurance |
| Behavioural / session data | 24 months rolling | Responsible gaming monitoring, fraud detection |
| Marketing preferences | Until consent withdrawn or account closed | Consent-based processing |
Once the applicable retention period has expired, bk11 will securely delete or anonymise your personal data in accordance with our internal data lifecycle procedures. Anonymised data — which cannot be linked back to any individual — may be retained indefinitely for statistical and analytical purposes.
8 Data Security Measures
bk11 implements a comprehensive suite of technical and organisational security measures designed to protect your personal data against unauthorised access, accidental loss, alteration, or disclosure. Our security infrastructure includes:
- TLS 1.3 encryption for all data transmitted between your browser or device and bk11 servers.
- AES-256 encryption for sensitive data at rest, including KYC documents and payment credentials.
- Multi-factor authentication options available for all bk11 player accounts.
- Role-based access controls ensuring that only authorised staff can access personal data, and only the minimum data necessary for their specific function.
- Regular third-party penetration testing and security audits of the bk11 Platform infrastructure.
- Continuous 24/7 monitoring of Platform systems for unusual access patterns or potential breaches.
- Secure deletion procedures for all data that has reached the end of its retention period.
9 Your Data Rights
As a bk11 player, you have the following rights in relation to the personal data we hold about you. These rights may be subject to certain legal limitations — for example, we may be unable to delete data that we are legally required to retain — but bk11 will always explain the reason for any limitation clearly and promptly.
To exercise any of the rights above, please contact bk11 support via live chat from your account dashboard or by emailing our support team. We will acknowledge your request within 72 hours and aim to fulfil all valid data requests within 30 calendar days. Complex requests may take up to 90 days, in which case we will inform you of the extension and the reason for it.
10 Children and Minors
The bk11 Platform is strictly intended for adults aged 21 years and above. bk11 does not knowingly collect, process, or store personal data belonging to individuals under the age of 21. Age verification is a mandatory step during the bk11 registration and KYC process, and accounts are restricted until identity and age have been confirmed.
If bk11 discovers or has reasonable grounds to believe that personal data has been collected from a person under the age of 21, we will immediately suspend the associated account, delete the personal data in question — subject to any mandatory legal retention requirements — and take appropriate steps to investigate how the underage registration occurred.
bk11 supports and participates in initiatives promoting safer gambling environments for young people in Pakistan. We actively promote responsible gaming education and cooperate with parental control solutions where technically feasible.
11 Third-Party Services and Links
The bk11 Platform integrates third-party game engines, payment gateways, and support tools. While bk11 carefully vets all third-party providers and requires them to operate under strict data processing agreements, bk11 cannot accept responsibility for the privacy practices of third-party providers beyond the scope of our contractual controls over them.
The bk11 Platform does not contain links to external third-party websites for advertising or general browsing purposes. Any third-party integrations present on the Platform — such as game providers and payment processors — are present for the sole purpose of delivering the bk11 service and are bound by the data processing terms referenced in Section 5 of this Policy.
12 Changes to This Privacy Policy
bk11 reserves the right to update or modify this Privacy Policy at any time to reflect changes in our data practices, regulatory requirements, or the services we offer. The date at the top of this Policy will always reflect when the most recent revision was made.
For material changes — those that significantly affect how your data is processed or your rights as a data subject — bk11 will notify you via email to the address registered on your account and/or via a prominent notice on the Platform at least 14 days before the changes take effect. Your continued use of the bk11 Platform after the effective date of any updated Policy constitutes your acceptance of the revised terms.
If you disagree with any changes to this Privacy Policy, you have the right to close your bk11 account before the changes come into effect. To close your account, please contact support via live chat from your account dashboard. Closing your account does not affect bk11's right to retain data for the legally mandated periods described in Section 7.
13 Contact and Data Requests
If you have any questions, concerns, or requests relating to this Privacy Policy or the personal data bk11 holds about you, please do not hesitate to get in touch. Our dedicated support and compliance team is available to assist you.
- Live Chat: Available 24/7 directly from your bk11 account dashboard. Average response time is 3–5 minutes.
- Support Email: [email protected] — please include your registered username and the subject "Data Privacy Request" in your message for faster routing.
- Response Time: We acknowledge all privacy-related requests within 72 hours and aim to resolve them within 30 calendar days.
bk11 takes every privacy concern seriously. Whether you are a player in Karachi, Lahore, Islamabad, or anywhere else in Pakistan, your data rights matter to us and we are committed to upholding them in full.