FAQ my11 app —
Simple, Fast & Clear Answers

The minimum age requirement is 18 years old. This is an absolute requirement enforced through the KYC verification process using your MyKad. Any attempt to register using fake documents or another person's identity will result in permanent account closure and further action.

No, each individual is only permitted to have one active account only. Registering multiple accounts is a serious violation of our Terms and Conditions. If detected, all associated accounts will be closed immediately and any balances or bonuses will be forfeited. If you have an issue with an existing account, please contact our customer support team.

To complete registration and KYC verification, you will need: (1) A valid Malaysian MyKad — clear front and back photos. (2) A selfie holding your MyKad next to your face — make sure the IC number is clearly readable. (3) An active Malaysian phone number to receive OTP. (4) A valid and active email address.

Registration can fail for several reasons: a phone number already linked to another account, an invalid email address, a blurry or incomplete MyKad photo, or details that do not match official records. Make sure all photos are clear and well-lit. If the problem persists after several attempts, contact our customer support via live chat for immediate assistance.

Some details such as your phone number and email address can be updated via Account Settings after going through re-verification. However, full name and MyKad number cannot be changed once the account is verified — this is to protect your account security. For any critical changes, please contact our support team directly.

my11 app accepts a wide range of local Malaysian payment methods including FPX (all major banks), DuitNow, Touch 'n Go eWallet, Boost and GrabPay. All major Malaysian commercial banks such as Maybank, CIMB, Public Bank, RHB, Hong Leong, Bank Islam, and others are supported via FPX. All deposits are processed instantly with no additional charges.

The minimum deposit limit is RM 20 per transaction. The maximum limit depends on your chosen payment method and account verification level. Members who have completed full KYC enjoy higher daily deposit limits. You can also set your own personal deposit limit in the Responsible Gaming in account settings.

Deposits via FPX, DuitNow, and e-wallets (Touch 'n Go eWallet, Boost, GrabPay) are processed immediately — usually within 1 to 5 minutes. If your deposit has not arrived after 10 minutes, check your banking app's transaction history first to confirm the payment was successful. If there are no issues on your end, contact our support team with proof of transaction (screenshot or reference number).

my11 app does not charge any fees for deposits. The full amount you enter will be credited directly to your gaming account. However, your bank or e-wallet provider may apply a small charge according to their own policy — please check with your payment provider if unsure.

Don't panic. In most cases, the amount deducted for a failed deposit will be automatically returned to your bank account or e-wallet within 1 to 3 business days. Take a screenshot of your payment proof and transaction reference number, then contact our customer support via live chat with that information. We will investigate and make sure the issue is resolved promptly.

No. All deposits must be made using bank account or e-wallet in your own name matching the name registered on your my11 app account. This is a mandatory Anti-Money Laundering (AML) policy requirement. Deposits from third-party accounts will be rejected and may result in additional review or account suspension.

Withdrawals are typically processed within 1 to 4 business hours after the request is submitted. Funds will be credited directly to your registered bank account or e-wallet. Withdrawals submitted outside office hours may be processed on the next business day. High-value withdrawals may require additional security review, which can take slightly longer.

The minimum withdrawal limit is RM 30. There is no maximum daily withdrawal limit for members who have completed full KYC verification — you can withdraw your entire balance at any time. However, withdrawals above a certain amount may require additional verification as a standard security measure.

A withdrawal may be rejected for several reasons: (1) KYC is incomplete or has not been verified. (2) The bonus turnover requirement has not been met. (3) Bank account details do not match the name registered on your my11 app account. (4) Suspicious account activity requiring a security review. Check your account status and contact support if you need further clarification.

No. All withdrawals must be made to bank account or e-wallet in your own name that was registered and verified during the KYC process. Transfers to third-party accounts are strictly prohibited as part of our security and legal compliance policy.

my11 app does not charge any processing fees for standard withdrawals. The full amount you request will be transferred to your account. There is one free withdrawal per day. Additional withdrawals on the same day may incur a small administrative fee depending on your membership level.

The turnover requirement is the total amount you need to wager before your bonus funds can be converted to cash and withdrawn. For example, if a RM 50 bonus has a 5x turnover requirement, you need to place bets totalling RM 250 (RM 50 × 5) before withdrawing those bonus funds. Turnover requirements vary by bonus type. Check the terms of each promotion for full details.

The welcome bonus is credited automatic to your account after your first deposit is successfully processed. No code entry or support contact is needed — our system will detect it automatically and credit the bonus within minutes. Make sure your account has completed full KYC verification before making your first deposit.

In general, only one active bonus active at a time. You must complete the turnover requirement of your current bonus before claiming the next one. However, certain special promotions may run concurrently — please check the terms of each promotion or ask our support team to confirm.

A bonus may be voided if: the turnover requirement is not met within the specified period, suspicious betting activity is detected (such as bonus arbitrage), multiple accounts are registered, or a payment method that does not match the account name is used. Bonus cancellation is a final decision made after a thorough review and cannot be appealed.

my11 app weekly cashback is credited with lower turnover requirements compared to deposit bonuses, making them easier to cash out. Cashback is calculated based on your total net losses from the previous week and credited every Monday. Check the Promotions section in the app to see the current cashback rate applicable to your account level.

my11 app uses 256-bit SSL encryption to protect all data transmitted between your device and our servers. Your personal information is stored in a secure system with strict access controls. We do not share your personal data with third parties without your consent, unless required by law. For more information, review Privacy Policy us.

Act immediately: (1) Change your password immediately via Account Settings. (2) Enable two-factor authentication (2FA) if you haven't done so already. (3) Review your login history and transaction activity to identify any unauthorized access. (4) Contact our customer support immediately via live chat so we can help secure your account.

Never. my11 app will never ask for your password, credit card number or other sensitive information via SMS, email, WhatsApp or live chat. If you receive such a message claiming to be from my11 app, it is a phishing attempt. Do not click any links in that message and report it to our security team immediately.

Log in to your my11 app account and go to Account Settings → Security → Two-Factor Authentication. Enable this feature and choose your verification method — OTP via SMS is the easiest option. Once activated, every login attempt from a new device will require an OTP sent to your registered phone number. This adds a highly effective extra layer of protection.

my11 app offers an extensive game collection covering: Slots with hundreds of titles from leading international providers, Live Casino with real dealers including Baccarat, Roulette, Blackjack and Dragon Tiger, Sports Betting for the Malaysia league, EPL, La Liga, NBA and many more, as well as Table Games classics. All categories are accessible immediately after login.

Yes. All games on my11 app use a Random Number Generator (RNG) independently certified and tested by third-party testing bodies. Live Casino games are streamed in real time and all rounds can be reviewed. We ensure that the Return to Player (RTP) percentage of every game is transparent and shared with players.

Lag or disconnection issues are usually caused by poor internet connection. Check your WiFi or mobile data connection. Clear your app or browser cache. If the problem persists, try closing all other apps running in the background. For the best experience, my11 app recommends an internet connection of at least 5 Mbps. If a game disconnects during an active bet, the bet record is saved and settled once the connection is restored.

Some slot games offer a demo or free play that can be played without a deposit. To play with real money and win real rewards, you will need to make a deposit and have a verified account. Demo mode is a great way to try out new games before wagering real money.

Download the my11 app directly from Download page official site. The APK file for Android and installation instructions for iOS are available there. We strongly recommend downloading only from this official source to ensure you get the authentic, safe and latest version. Do not download from unofficial sources or unknown links.

For Android: version 6.0 and above, minimum 2GB RAM, at least 200MB of storage space. For iOS: iOS version 12.0 and above, compatible with iPhone 6s and later. An internet connection (WiFi or 4G/5G mobile data) is required for all functions. Devices with higher specs will enjoy a smoother gaming experience, especially for Live Casino.

When a new version is available, you will receive an in-app notification. Follow the instructions to download and install the update. Alternatively, visit Download page to get the latest version. We recommend always using the latest version to enjoy new features, better performance, and the latest security patches.

KYC (Know Your Customer) verification is a standard industry compliance requirement designed to: (1) Verifying member identity and preventing fraud. (2) Ensuring all members meet the minimum age requirement of 18 years. (3) Preventing money laundering (AML). (4) Protecting your account from misuse. KYC only needs to be completed once and takes less than 5 minutes.

MyKad photos are most often rejected because: blurry or dark images, card edges are cut off, glare blocking the text, or a damaged card. Tips for a good photo: use even lighting with no direct light over your MyKad, make sure all four corners of the card are visible, and wait until the camera is fully focused before taking the shot. The image must have a resolution of at least 1 megapixel.

Yes. All KYC documents and information are stored using bank-grade encryption within infrastructure that complies with international data protection standards. Only authorised verification staff have access to these documents, and only for verification purposes. Documents are not shared with third parties unless required by the authorities. For full details, refer to Privacy Policy us.