Terms & Conditions — goo11 Platform Agreement

Definitions

In these Terms & Conditions, the following definitions apply unless the context clearly requires otherwise:

• "Platform" means the goo11 website accessible at goo11.io, including all sub-pages, game interfaces, account portals, and mobile browser versions thereof.
• "goo11", "we", "us", or "our" refers to the operator of the goo11 platform and all its affiliates, officers, employees, and authorised agents.
• "Account Holder", "Player", "you", or "your" refers to any individual who has registered a goo11 account and accepted these Terms & Conditions.
• "Account" means the individual registered profile held by a Player on the Platform, including the associated BDT wallet balance.
• "Bet" or "Wager" means any real-money stake placed by a Player on a game, sporting event, or other outcome offered on the Platform.
• "Bonus Funds" means any promotional credits, free spins, reload bonuses, or cashback amounts credited to an Account by goo11 under a promotional offer.
• "KYC" means Know Your Customer verification, being the identity and age verification process that goo11 applies to all accounts prior to processing withdrawals.
• "BDT" means Bangladeshi Taka, the currency in which all Account balances, deposits, bets, and withdrawals are denominated on the Platform.
• "Fraudulent Activity" means any act of cheating, collusion, use of automated betting software, exploitation of technical errors, money laundering, or any other conduct that goo11 reasonably determines to be dishonest or in bad faith.

Acceptance of Terms

By accessing the Platform, creating an Account, or placing a Bet, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions in their entirety, together with the Privacy Policy and Responsible Gaming Policy published on the Platform.

If you do not agree to any part of these terms, you must cease using the Platform immediately and, if you have registered an Account, contact goo11 support to request account closure.

goo11 reserves the right to amend these terms at any time. Continued use of the Platform after any such amendment constitutes acceptance of the revised terms. Players will be notified of material changes via the email address registered to their Account.

Account Registration

To place Bets or access real-money games on the Platform, you must register a goo11 Account. The following conditions apply to all registrations:

• You must provide accurate, complete, and up-to-date personal information at the time of registration, including your full legal name, date of birth, and a valid email address.
• Each individual may hold only one active Account. Registering multiple accounts, whether under the same or different personal details, is strictly prohibited.
• You must not register an Account on behalf of any other person, nor allow any other person to use your Account credentials to place Bets or access the Platform.
• goo11 reserves the right to decline any registration application at its sole discretion and without obligation to provide a reason.
• You are responsible for keeping your login credentials — username, password, and any two-factor authentication codes — strictly confidential. goo11 will never ask for your password via email, live chat, or any other communication channel.
• Any changes to your registered personal details must be reported to goo11 support at [email protected] promptly and no later than 7 days after the change occurs.

Account registration is available to residents of Bangladesh who meet the age requirement set out in Section 4. By completing registration, you confirm that you are accessing the Platform in a jurisdiction where online gaming is not prohibited to you personally.

Age Verification

All Account Holders must be at least 21 years of age at the time of registration and must remain 21 or older throughout the duration of their use of the Platform. goo11 requires all players to complete a KYC verification process before any withdrawal is processed.

KYC verification requires the submission of at least one of the following government-issued documents:

• National Identity Card (NID) issued by the Bangladesh Election Commission
• Valid passport issued by the Government of Bangladesh
• Driver's licence issued by the Bangladesh Road Transport Authority (BRTA)

goo11 may request additional documentation at any time where it has reasonable grounds to question an Account Holder's age or identity. Where a Player is found to be under 21 years of age:

• The Account will be immediately and permanently closed.
• All funds deposited by the underage player will be returned to the original payment source where technically and legally possible.
• Any winnings accumulated during the period of underage use will be forfeited in full.
• goo11 may report the matter to relevant authorities where required by applicable law.

Deposits & Payments

The Platform accepts deposits in BDT via the following methods: bKash, Nagad, Rocket, Upay, Dutch-Bangla Bank, City Bank, BRAC Bank, Visa, and Mastercard. The minimum deposit amount across all methods is ৳200. goo11 does not charge a fee for standard deposits, though your payment provider may apply their own transaction charges.

All deposit methods must be registered in the Account Holder's own legal name. Third-party deposits — where the payment source belongs to a person other than the registered Account Holder — are not permitted and will be returned. Accounts found to have accepted third-party deposits may be suspended pending investigation.

• Deposits are credited to your goo11 wallet in BDT at the time of confirmed receipt from your payment provider.
• goo11 is not responsible for delays caused by your payment provider's own processing times, network outages, or maintenance windows.
• In the event that a deposit is credited in error (for example, a duplicate transaction), goo11 reserves the right to reverse the erroneous credit without prior notice.
• goo11 reserves the right to impose deposit limits on any Account at any time for responsible gaming, fraud prevention, or compliance purposes.

Withdrawals

Withdrawals may only be processed to payment methods that have been previously used to make a deposit into the same Account, and only where those methods are registered in the Account Holder's own name. The minimum withdrawal amount is ৳500. Withdrawals are processed in BDT only.

Before any withdrawal is approved, the Account Holder must have completed the KYC verification process described in Section 4. Accounts that have not completed KYC may deposit and play but will not be permitted to withdraw funds until verification is complete.

The following withdrawal conditions apply:

• Withdrawal requests are reviewed and processed within 24 hours under standard conditions, and within 1 hour for verified accounts using mobile wallet methods (bKash, Nagad, Rocket, Upay).
• goo11 reserves the right to perform enhanced due diligence on any withdrawal request, particularly for large amounts or where unusual account activity has been observed. This process may extend the processing time by up to 5 business days.
• Bonus Funds that have not met the applicable wagering requirement may not be withdrawn. Only real-money balances and bonus funds that have cleared all wagering conditions are eligible for withdrawal.
• Where a Player has been granted a withdrawal and the funds are subsequently found to have derived from Fraudulent Activity, goo11 reserves the right to recover those funds through any lawful means available.

Bonuses & Promotions

goo11 offers a range of promotional bonuses to eligible Account Holders, including welcome bonuses, reload bonuses, free spin packages, cashback offers, and VIP rewards. All promotions are subject to the following general conditions, in addition to any specific terms published with the promotion itself:

• Bonuses are available to verified Account Holders only. Accounts that have not completed KYC are not eligible to withdraw bonus-derived winnings.
• Each promotion may only be claimed once per Account, per household, and per IP address unless the promotion terms explicitly state otherwise.
• Bonus Funds are subject to a minimum wagering requirement. The standard wagering requirement is 30x the bonus amount, unless a different multiplier is specified in the promotion terms. Wagering must be completed within 30 days of the bonus being credited.
• Not all games contribute equally to wagering requirements. Slots typically contribute 100%, while live casino games, poker, and sports betting contribute at lower rates as specified in the promotion terms.
• goo11 reserves the right to withdraw, modify, or cancel any promotion at any time without prior notice, provided that any wagering already in progress at the time of cancellation will be honoured.
• Bonus abuse — including but not limited to the use of multiple accounts to claim the same bonus, structured wagering designed to exploit bonus terms, or coordinated play between accounts — will result in forfeiture of the bonus and associated winnings, and may result in permanent Account closure.

Game Rules

Each game available on the goo11 Platform is governed by its own set of rules, which are accessible from within the game interface. Players are responsible for reading and understanding the rules of any game before placing a Bet. The following general game rules apply across all products:

• All slot and RNG-based table games use certified random number generators. Game outcomes are determined at the moment a Bet is placed and are not influenced by the size of the Bet, the Player's history, or any other external factor.
• Live dealer games are operated by trained professionals in regulated studio environments. In the event of a technical disruption to a live game, any incomplete rounds will be voided and all Bets placed in that round will be returned to the Account Holder.
• Sports betting markets are settled based on the official result of the relevant event as declared by the governing body (for example, the ICC for cricket, FIFA for football). In the event of a score reversal or official correction after settlement, goo11 reserves the right to re-settle affected Bets.
• Bets placed after an event has commenced (in-play betting) are accepted at goo11's discretion. goo11 reserves the right to suspend in-play markets at any time without notice.
• Minimum and maximum Bet limits apply to all games and markets. These limits are displayed within the game or market interface and may be adjusted by goo11 at any time.

Prohibited Conduct

The following conduct is strictly prohibited on the goo11 Platform. Engaging in any of the following may result in immediate Account suspension, forfeiture of balances, and referral to relevant law enforcement authorities:

• Registering more than one Account, or registering an Account using false personal information.
• Using automated software, bots, scripts, or any other non-human means to place Bets or interact with the Platform.
• Exploiting software bugs, game errors, or technical vulnerabilities to gain an unfair advantage. Any winnings derived from such exploitation will be voided.
• Engaging in collusion with other Players, whether in poker, live table games, or any other game format.
• Using the Platform for any form of money laundering, including making deposits with no genuine intention to gamble and then requesting immediate withdrawal.
• Attempting to circumvent geolocation restrictions, IP blocks, or self-exclusion measures using VPNs, proxy servers, or other technical means.
• Engaging in any form of harassment, abusive language, or threatening behaviour toward goo11 staff, live dealers, or other Players via any communication channel on the Platform.
• Sharing Account credentials with any third party or allowing any other person to place Bets using your Account.

Account Suspension & Closure

goo11 reserves the right to suspend, restrict, or permanently close any Account at any time and without prior notice where it has reasonable grounds to believe that:

• The Account Holder has breached any provision of these Terms & Conditions.
• The Account has been used for Fraudulent Activity or any form of prohibited conduct as described in Section 9.
• The Account Holder has failed to complete KYC verification within a reasonable period after being requested to do so.
• The Account Holder is under 21 years of age.
• Continued operation of the Account poses a financial, legal, or reputational risk to goo11.

Where an Account is closed due to a breach of these terms, goo11 is not obligated to return any funds held in that Account. Where an Account is closed at the Account Holder's own request, or due to circumstances unrelated to a breach, any real-money balance (net of applicable Bonus Funds) will be returned to the Account Holder via their registered payment method, subject to KYC completion.

Players who wish to close their own Account voluntarily may do so by contacting support at [email protected]. Self-exclusion requests (see Section 11) will result in immediate Account restriction and cannot be reversed for the duration of the chosen exclusion period.

Responsible Gaming

goo11 is committed to promoting safe and responsible gambling. The Platform provides a suite of player protection tools accessible from within Account settings, including deposit limits, session time limits, cooling-off periods, and self-exclusion. Players are encouraged to use these tools proactively.

If you believe that your gambling is becoming a problem, or if you are concerned about the gambling habits of someone you know, please review the goo11 Responsible Gaming page at goo11.io/responsible-gaming or contact support at [email protected] to discuss your options, including immediate self-exclusion.

Privacy & Data Protection

goo11 collects, processes, and stores personal data in accordance with its Privacy Policy, available at goo11.io/privacy-policy. By registering an Account, you consent to the collection and processing of your personal data as described in that policy.

Personal data collected during the registration and KYC process is used solely for account management, identity verification, fraud prevention, and compliance purposes. goo11 does not sell personal data to third parties. Data may be shared with payment processors, KYC verification providers, and regulatory bodies where required by law.

All data transmitted between your browser and the goo11 Platform is protected by 256-bit SSL encryption. Account passwords are stored in hashed form and are not accessible to goo11 staff.

Disputes & Complaints

In the event of a dispute regarding a Bet settlement, game outcome, withdrawal decision, or any other aspect of your goo11 Account, the following process applies:

1. First Contact: Submit your complaint in writing to [email protected], including your Account username, the date and time of the disputed event, and a clear description of your concern. goo11 will acknowledge your complaint within 24 hours.
2. Investigation: The goo11 compliance team will investigate the matter and provide a written response within 5 business days. For complex matters involving game log analysis or multi-party investigation, this period may be extended to 14 business days, and you will be notified accordingly.
3. Resolution: The decision of the goo11 compliance team is final in all matters relating to game outcomes and Bet settlement, subject to any applicable regulatory requirements. For Account and payment disputes, a further escalation path to the relevant payment provider may be available.

Disputes must be raised within 30 days of the event giving rise to the complaint. goo11 is not obligated to investigate complaints raised outside this window.

Amendments to These Terms

goo11 reserves the right to amend, update, or replace these Terms & Conditions at any time. The most current version of these terms will always be published at goo11.io/terms-conditions and will display the date of last revision at the top of the document.

For material amendments — those that affect Account Holder rights, payment conditions, or game rules in a substantive way — goo11 will provide at least 7 days' advance notice via the email address registered to the affected Account. For minor amendments, such as corrections of typographical errors or clarifications that do not alter the substance of any provision, no advance notice is required.

Continued use of the Platform following any amendment constitutes acceptance of the revised Terms & Conditions. If you do not accept the amended terms, you must cease using the Platform and request Account closure before the amendment takes effect.

Governing Law & Jurisdiction

These Terms & Conditions are drafted in English and shall be interpreted in accordance with their plain English meaning. In the event of any conflict between an English version and any translation, the English version shall prevail.

goo11 operates as an online platform providing gaming and sports betting services. Players are responsible for ensuring that their use of the Platform is lawful in their country or jurisdiction of residence. goo11 makes no representation that the Platform is lawful in all jurisdictions and accepts no liability for a Player's use of the Platform in a jurisdiction where such use is restricted or prohibited.

These Terms & Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with applicable law. Any unresolved disputes shall be referred to binding arbitration, with proceedings conducted in English.