Surga11 Privacy Policy – Your Personal Data Protection

1Introduction

Surga11 ("we", "Platform") is fully committed to protecting the privacy of all users who register and use our services. This Privacy Policy document explains in detail how we collect, use, store, and protect your personal data in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA).

This policy applies to all users who access the Surga11 website, use our mobile app, or interact with any of the services we offer. By registering an account or continuing to use the Surga11 platform, you agree to the data collection and usage practices described in this document.

If you have any questions about how we handle your personal data, our support team is always ready to help via live chat on the platform.

2Personal Data We Collect

Surga11 follows a data minimisation principle — we only collect information that is genuinely necessary to deliver the best service to you and meet legal compliance requirements. The following are the categories of data we collect:

2.1 Data You Provide Directly

• Full name as stated on your identity card or passport.
• Date of birth and gender.
• Email address and mobile phone number.
• Current residential address.
• Bank account or e-wallet details for payment processing.
• Identity verification (KYC) documents such as a copy of your national ID or passport.

2.2 Data Collected Automatically

• IP address and network information.
• Device type, operating system, and browser version.
• Login history and gaming session activity.
• Platform usage data including games played and session duration.
• Cookie information and similar tracking technologies.

2.3 Financial Transaction Data

• Records of all deposits, withdrawals, and bonus transactions.
• Payment method used and transaction reference number.
• Betting history and wins for audit and compliance purposes.

3How We Use Your Data

Every piece of data we collect has a clear and legitimate purpose. We do not use your data beyond the scope stated here:

You may withdraw consent to receive marketing communications at any time via your account settings or by contacting our support team.

4Data Sharing With Third Parties

Surga11 does not sell your personal data to any third party. However, in certain limited situations, we may share your information with the following parties:

4.1 Trusted Service Providers

We work with certified third-party companies to provide certain services such as payment processing, identity verification, and technical support. All these partners are bound by strict confidentiality agreements and are prohibited from using your data for any other purpose.

4.2 Legal Requirements

We may disclose your data to government authorities or law enforcement bodies when required to do so by Malaysian law or a valid court order. This includes investigations related to financial crime, money laundering, or other illegal activities.

4.3 Business Transfers

In the event of any company merger, acquisition, or asset transfer, your data may be transferred as part of the business assets. You will be notified in advance via a platform notification.

5Cookies & Tracking Technologies

Surga11 uses cookies and similar technologies to enhance the user experience, analyse platform usage patterns, and deliver more relevant content to you. The following are the types of cookies we use:

• Essential Cookies: Required for core platform functions such as login and session security. Cannot be disabled.
• Performance Cookies: Collecting information on how you use the platform (pages visited, time spent) to help us improve our services.
• Functional Cookies: Remembering your preferences such as language and display settings for a smoother return experience.
• Marketing Cookies: Used with your consent to display relevant offers and promotions based on your interests.

You may manage or block cookies through your browser settings at any time. However, blocking essential cookies may affect certain features of the Surga11 platform.

6Data Security Measures

Surga11 continuously invests in the latest security infrastructure to ensure your personal data remains protected at all times. The key security measures we implement include:

• 256-bit SSL Encryption for all data communications between your browser/app and our servers.
• Two-Factor Authentication (2FA) available to all accounts for an additional layer of security.
• 24/7 Monitoring by the cybersecurity team to detect and respond to any threats.
• Internal Access Controls strictly enforced — player data is accessible only to staff who genuinely require it for official duties.
• Regular security audits by independent third parties to verify that our security standards remain up to date.
• Automatic data backup and disaster recovery plans to protect your data from unexpected loss.

7Your Rights as a User

Under the Personal Data Protection Act 2010 and our own policy, you have the following rights regarding the personal data we hold about you:

• Right of Access: You may request a copy of all personal data we hold about you.
• Right to Rectification: You have the right to request correction of any inaccurate or outdated data we hold.
• Right to Erasure: You may request deletion of your personal data under certain conditions, subject to our legal retention obligations.
• Right to Restrict Processing: You may request that we restrict how we use your data in certain circumstances.
• Right to Object: You may object to the processing of your data for direct marketing purposes at any time.
• Right to Data Portability: You may request your data in a machine-readable format for transfer to another service provider.

To exercise any of these rights, please contact the surga11 support team via Live Chat within the platform. We will process your request within 30 working days. In complex cases, this period may be extended to up to 60 days, with prior notification provided to you.

8Data Retention Period

Surga11 retains your personal data only for as long as it is needed for the stated purposes or as required by law. Our general data retention guidelines are as follows:

• Active Account Data: Retained for the duration your account is active and up to 7 years after account closure for legal compliance purposes.
• Financial Transaction Records: Retained for a minimum of 7 years in line with Malaysian financial legal requirements.
• KYC Documents: Retained for 5–7 years after the business relationship ends.
• Platform Activity Log: Retained for 2 years for security and internal audit purposes.
• Support Communication Data: Retained for 3 years for service quality and reference purposes.

When data is no longer needed and there is no legal obligation to retain it, we will securely delete or anonymise it using recognised methods.

9Children's Privacy

Surga11 services are exclusively for individuals aged 18 and above. We do not knowingly collect, store, or process personal data of individuals under the age of 18.

10Privacy Policy Amendment

Surga11 reserves the right to update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or technological developments. Any amendments will take effect upon publication on this page.

• The "Updated" date at the top of this page will always reflect the latest version.
• For material amendments involving significant changes to how we handle your data, we will provide an in-app notification or email at least 14 days before the changes take effect.
• Continued use of the surga11 platform after the effective date constitutes acceptance of the updated policy.

We encourage you to review this page regularly to stay updated with our latest privacy policy.

11Contact Us

If you have any questions, concerns, or complaints regarding how we handle your personal data, please do not hesitate to contact us. The surga11 Data Protection Team is ready to address your enquiries:

• Live Chat: Available 24 hours a day, 7 days a week, directly within the surga11 platform.
• Email: [email protected] (response within 1–2 working days).

We are committed to resolving every privacy concern fairly, transparently, and within a reasonable timeframe. Your trust is surga11's most valuable asset.