Privacy Policy

This Privacy Policy ("Policy") describes how Joker11 ("we", "us", "our", "the Company", "the Platform") collects, uses, stores, shares, and protects the personal data of individuals ("you", "the Player", "the User") who access or use the website located at joker11.lat and all associated services, features, and content (collectively, "the Platform").

We are committed to handling your personal data responsibly, transparently, and in compliance with applicable international data protection principles. Our practices are informed by globally recognised frameworks including the principles of the General Data Protection Regulation (GDPR) and equivalent international data protection standards, which we apply as a matter of policy regardless of your jurisdiction.

By accessing the Platform, registering an account, making a deposit, or otherwise using any service offered by Joker11, you acknowledge that you have read and understood this Policy and consent to the collection and processing of your personal data as described herein. If you do not agree to this Policy, you must immediately cease using the Platform.

This Policy should be read in conjunction with our Terms & Conditions and Responsible Gambling Policy, which together form the full framework of your relationship with Joker11.

For the purposes of this Privacy Policy, the following terms carry the meanings set out below:

• "Personal Data" — any information that relates to an identified or identifiable natural person, including but not limited to name, identity number, contact details, financial information, and device identifiers.
• "Processing" — any operation performed on personal data, including collection, recording, storage, use, disclosure, transfer, or deletion.
• "Data Controller" — the entity that determines the purposes and means of processing personal data. For the purposes of this Policy, Joker11 acts as the Data Controller in respect of Player personal data.
• "Data Processor" — a third party that processes personal data on behalf of the Data Controller pursuant to a written agreement.
• "KYC Data" — identity verification documentation submitted by a Player, including government-issued identification (e.g., Malaysian MyKad, passport), proof of address, and source-of-funds documentation where requested.
• "Cookies" — small data files stored on your device by the Platform to enable certain technical functions and to collect usage data.
• "Third Party" — any entity other than Joker11 and the Player, including payment service providers, technology partners, and regulatory bodies.

We collect personal data in the following categories depending on your interaction with the Platform:

We do not intentionally collect sensitive personal data such as racial or ethnic origin, political opinions, religious beliefs, or health information. If any such data is inadvertently disclosed in communications with our support team, it will not be retained beyond what is necessary to address your query.

We collect personal data through the following means:

• Direct collection: Data you provide voluntarily when registering an account, completing KYC verification, making deposits or withdrawals, contacting our support team, participating in promotions, or completing any other form or interaction on the Platform.
• Automated collection: Technical data collected automatically when you access the Platform, including IP address, device identifiers, browser characteristics, and session activity logs. This data is collected through server logs, cookies, and similar tracking technologies.
• Payment service providers: Transaction confirmation data received from our integrated Malaysian payment partners, including Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX, Maybank, CIMB, Public Bank, and Hong Leong Bank, and cryptocurrency payment networks when you use these methods.
• Third-party identity verification services: KYC verification data may be cross-referenced against identity verification databases operated by licensed third-party service providers to confirm document authenticity and detect fraud.
• Anti-fraud and security systems: Automated systems may collect behavioural data to detect account security threats, unusual wagering patterns, or potential bonus abuse.

We process your personal data for the following specific purposes:

• Account management: To create, maintain, verify, and administer your Joker11 account, including processing your registration, verifying your age and identity (KYC), and managing your account settings and preferences.
• Transaction processing: To process deposits, withdrawals, and bonus credits to and from your account, and to maintain accurate transaction records.
• Service delivery: To provide access to casino games, sports betting markets, live dealer tables, and all other products and features available on the Platform.
• Regulatory compliance: To fulfil our anti-money laundering (AML), counter-terrorism financing (CTF), and licensing obligations, which require us to verify player identities, monitor transaction patterns, and report suspicious activities where required by our licensing authority.
• Customer support: To respond to your queries, resolve disputes, investigate complaints, and provide technical assistance via live chat, email, and other support channels.
• Security and fraud prevention: To detect, investigate, and prevent fraudulent activity, multi-accounting, bonus abuse, unauthorised account access, and other forms of misuse.
• Responsible gambling: To monitor gambling behaviour for indicators of problem gambling, enforce self-exclusion requests, and administer deposit limits and other responsible gambling tools.
• Marketing communications: To send you promotional offers, bonus notifications, and relevant updates where you have consented to receive such communications. You may opt out at any time.
• Platform improvement: To analyse usage patterns, identify technical issues, and improve the functionality, performance, and content of the Platform.

Where international data protection principles require us to identify a legal basis for each processing activity, we rely on the following grounds:

• Contractual necessity: Processing required to perform our obligations under the Terms & Conditions you agreed to at registration, including account management, transaction processing, and service delivery.
• Legal obligation: Processing required to comply with our licensing conditions, anti-money laundering regulations, and other applicable legal requirements imposed on us as a licensed gaming operator.
• Legitimate interests: Processing carried out in pursuit of our legitimate business interests where these do not override your rights — including fraud prevention, security monitoring, and platform improvement.
• Consent: Processing based on your explicit consent, primarily in respect of marketing communications. Consent may be withdrawn at any time without affecting the lawfulness of prior processing.

We do not sell, rent, or trade your personal data. We may share your data with third parties in the following limited circumstances:

• Payment service providers: We share necessary transaction data with our integrated payment partners — including Touch 'n Go eWallet, Boost, GrabPay, DuitNow/FPX, Maybank, CIMB, Public Bank, Hong Leong Bank, and cryptocurrency payment processors — solely to execute deposit and withdrawal transactions. These providers operate under their own privacy policies and are contractually obligated to protect your data.
• Identity verification providers: KYC documentation may be shared with licensed third-party identity verification service providers to confirm document authenticity and detect fraud. These providers are bound by confidentiality obligations.
• Technology and infrastructure partners: We engage third-party cloud hosting, cybersecurity, analytics, and customer support technology providers. All such providers are subject to data processing agreements that restrict their use of your data to the specific services they provide to us.
• Regulatory and licensing authorities: We may be required to disclose player data to our licensing authority, law enforcement agencies, financial intelligence units, or other regulatory bodies where such disclosure is legally mandated or necessary to prevent, detect, or investigate financial crime.
• Legal proceedings: We may disclose personal data where required by court order, subpoena, or other lawful process.
• Business transfers: In the event of a merger, acquisition, or sale of all or substantially all of our assets, player data may be transferred to the successor entity, subject to equivalent data protection standards.

As an internationally licensed online gaming platform, Joker11 may process and store your personal data on servers located outside of Malaysia. Where personal data is transferred to jurisdictions that do not maintain data protection standards equivalent to those applicable in your location, we take appropriate safeguards to ensure your data remains protected.

Such safeguards include: contractual data protection clauses in agreements with our service providers, technical and organisational security measures, and, where applicable, reliance on recognised data transfer mechanisms such as standard contractual clauses or equivalent frameworks.

By using the Platform, you acknowledge and consent to the transfer of your personal data to jurisdictions outside Malaysia for the purposes described in this Policy.

We retain personal data only for as long as is necessary for the purposes for which it was collected and for as long as we are required to do so by our licensing conditions and applicable legal obligations.

In general terms, the following retention periods apply:

• Account data: Retained for the duration of your active account relationship with us, and for a minimum of five (5) years following account closure, in compliance with anti-money laundering record-keeping obligations.
• KYC documentation: Retained for a minimum of five (5) years from the date of submission or from the date of account closure, whichever is later, as required by AML regulations.
• Transaction records: Retained for a minimum of five (5) years from the date of each transaction.
• Support communications: Retained for up to three (3) years from the date of the last communication, unless a longer retention period is required by an ongoing legal or compliance matter.
• Marketing consent records: Retained until you withdraw consent plus one (1) year to evidence prior consent status.

Once the applicable retention period has expired and no legal obligation requires continued storage, your personal data will be securely deleted or anonymised.

Joker11 implements a range of technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures include:

• TLS/SSL encryption for all data in transit between your device and our servers;
• Encryption at rest for sensitive stored data including KYC documents and payment information;
• Two-factor authentication (2FA) available to all registered Players to protect account access;
• Access controls limiting internal access to personal data on a strict need-to-know basis;
• Regular security audits and penetration testing of our Platform infrastructure;
• Intrusion detection systems monitoring for unauthorised access attempts in real time.

While we employ industry-standard security measures, no system can guarantee absolute security. In the event of a data breach that is likely to result in a high risk to your rights and freedoms, we will notify affected Players and relevant authorities in accordance with our obligations under applicable data protection standards.

You are responsible for maintaining the confidentiality of your own account credentials. Do not share your password with anyone. If you suspect your account has been compromised, contact our24/7 support team immediately.

The Platform uses cookies and similar tracking technologies to enable certain functions, maintain your session, analyse usage patterns, and deliver relevant content. We use the following categories of cookies:

• Strictly necessary cookies: Essential for the Platform to function. These include session authentication cookies that keep you logged in and security cookies that detect fraudulent activity. These cannot be disabled without affecting Platform functionality.
• Performance and analytics cookies: Used to collect aggregated, anonymised data about how visitors use the Platform — such as which pages are visited most frequently and where users encounter errors. This data helps us improve the Platform experience.
• Functional cookies: Used to remember your preferences, such as language settings and display options, so you do not need to re-enter them on each visit.
• Marketing cookies: Used to deliver relevant promotional content based on your activity on the Platform. These are only activated where you have provided consent.

You can manage your cookie preferences through your browser settings. Please note that disabling certain cookie categories may affect your ability to use some features of the Platform. Our Platform does not currently respond to browser "Do Not Track" signals.

Subject to applicable data protection law and certain legal exceptions (including our regulatory obligations to retain data), you have the following rights in respect of your personal data held by Joker11:

The Joker11 Platform is strictly for individuals aged 21 years and above. We do not knowingly collect personal data from individuals under the age of 21. All registrations are subject to age verification as part of the KYC process.

Where we discover, following registration, that a Player is under 21 years of age, we will immediately suspend the account, return any real-money deposits made (net of any withdrawals already processed), delete the personal data collected, and take appropriate steps to prevent future access.

If you are a parent or guardian and believe that a minor has registered on our Platform and provided personal data, please contact us immediately via live chat or email at [email protected] so that we can take prompt remedial action.

The Platform integrates with third-party payment services — including Touch 'n Go eWallet, Boost, GrabPay, DuitNow, FPX, Maybank, CIMB, Public Bank, Hong Leong Bank, and cryptocurrency networks — to process your financial transactions. When you initiate a transaction via one of these services, you are also subject to that provider's own privacy policy and terms of use. We encourage you to review the privacy policies of any payment service you use.

Joker11 is not responsible for the privacy practices, data security, or content of any third-party services, websites, or payment platforms. The inclusion of a third-party payment integration on our Platform does not constitute an endorsement of that third party's privacy practices.

We may update this Privacy Policy from time to time to reflect changes in our data processing practices, applicable regulations, or business operations. The date of the most recent revision is displayed at the top of this page.

Where changes are material — meaning they significantly affect how we handle your personal data or the rights available to you — we will provide advance notice by posting a prominent notice on the Platform or by contacting you at your registered email address. Minor clarificatory updates may be made without formal notice.

Your continued use of the Platform following the publication of a revised Privacy Policy constitutes your acceptance of the updated terms. If you do not agree to the revised Policy, you should cease using the Platform and may request account closure in accordance with our Terms & Conditions.

If you have any questions, concerns, or complaints regarding this Privacy Policy or the way Joker11 processes your personal data, please do not hesitate to contact us:

• Live Chat: Available24/7 directly on the Platform. Our team can address most privacy queries in real time and escalate data rights requests to the appropriate internal team.
• Email: [email protected] — please use the subject line "Privacy Enquiry" or "Data Rights Request" to ensure your message is routed to the relevant team. We aim to acknowledge all privacy-related emails within 48 hours.

For formal data rights requests (access, rectification, erasure, portability, objection), please include your registered username, the specific right you wish to exercise, and sufficient detail to identify the data in question. We will require identity verification before processing any request.

For complaints that cannot be resolved through our internal process, you may have the right to lodge a complaint with the relevant data protection authority in the jurisdiction from which our licensing authority operates.