Surga11 Terms and Conditions – Complete Platform Usage Guide

1Introduction & Acceptance of Terms

Welcome to Surga11, an online gaming platform operated and owned by Surga11 Entertainment. These Terms and Conditions govern the relationship between Surga11 ("we", "Platform") and you as the user ("member", "player") accessing or using any part of our services.

By registering an account, making any deposit, using any game, or simply browsing the surga11 website, you automatically agree to be bound by all terms and conditions set out in this document, along with our Privacy Policy and Responsible Gaming Guidelines, which also form part of this agreement.

These Terms and Conditions were last updated in January 2026 and supersede all previous versions. The latest version is always available on this page for your reference at any time.

2User Eligibility

To use surga11 services, you must meet all of the following eligibility requirements without exception:

• Aged 18 years and above on the account registration date.
• Is a private individual and not a company, organization, or business entity.
• Not on any list of individuals prohibited or restricted from using online gambling services under local laws.
• Not using a VPN, proxy, or any location-masking software to access the platform.
• Not currently under an active self-exclusion period on any gaming platform.

Surga11 reserves the right to request proof of age and identity at any time. Failure to provide the required documents within the stipulated timeframe may result in account suspension or closure.

3Registration & Account Management

Each player is only permitted to hold one account at surga11. Multiple account registrations — whether using the same or different information — are strictly prohibited. Detected duplicate accounts will be closed and balances may be frozen pending investigation.

When registering, you are required to provide accurate, complete, and up-to-date information, including:

• Full name as stated on your official identification document.
• A valid and accurate date of birth.
• An active Malaysia mobile phone number registered in your name.
• A valid email address accessible only by you.

You are fully responsible for all activities that occur in your account. If you suspect your account has been accessed by another party without authorization, please contact the surga11 support team immediately.

4Deposit & Withdrawal of Funds

Surga11 supports a wide range of secure and convenient payment methods for Malaysian players, including DuitNow, FPX, Touch 'n Go eWallet, GrabPay, and ShopeePay. All transactions are processed using 256-bit SSL encryption to ensure the security of your funds.

Regarding deposits:

• The minimum deposit depends on the selected payment method — refer to the Withdrawal page for the latest details.
• Deposits are processed instantly and credited to your account within seconds.
• You may only deposit funds using payment methods registered in your own name.
• Surga11 does not accept deposits in the form of cash, cheques, international transfers, or any other unapproved methods.

Regarding withdrawals:

• Withdrawals are processed within 3–15 minutes after the request is approved.
• KYC verification must be completed before your first withdrawal can be processed.
• Withdrawal funds will be transferred to the same payment method used for the deposit, in compliance with anti-money laundering requirements.
• Surga11 does not charge any processing fees for withdrawing winnings.

5Bonuses, Promotions & Special Offers

Surga11 offers a variety of attractive bonuses and promotions from time to time, including welcome bonuses, deposit bonuses, cashback, free spins, and more. All bonuses are subject to specific terms and conditions set at the time the promotion is launched.

General terms applicable to all Surga11 bonuses:

• Every bonus has wagering requirement that must be met before bonus funds can be converted into real cash.
• Each bonus may only be claimed once per promotion, unless otherwise stated.
• Claiming bonuses using multiple accounts or dishonest methods will result in bonus cancellation and possible account closure.
• Surga11 reserves the right to modify, suspend, or cancel any promotion at any time without prior notice.
• Bonuses cannot be transferred between accounts or converted directly to cash without meeting the wagering requirements.

6Game Rules & Outcomes

All games offered on the Surga11 platform — including slot games, bingo, sports betting, live betting, and Live Casino — use a certified Random Number Generator (RNG) system that is independently audited by accredited third parties.

• The outcome of all games is final and cannot be disputed unless there is clear, verifiable evidence of a technical failure.
• In the event of a technical disruption during a gaming session, Surga11 will use system records to determine a fair outcome.
• Any winnings resulting from system errors, software bugs, or technical faults are void and will not be paid out.
• Confirmed wagers cannot be cancelled except under exceptional circumstances as decided by Surga11 management.

For live sports events, surga11 reserves the right to void or adjust bets if there are significant changes to event conditions, such as match postponements, venue changes, or results that conflict with the official organiser's decision.

7Prohibited Conduct & Activities

Surga11 maintains a zero-tolerance policy against all forms of fraud, manipulation, or platform abuse. The following activities are strictly prohibited:

• Use of bots, automated scripts, artificial intelligence, or any technological tools to gain an unfair advantage in games.
• Colluding with other players to manipulate game outcomes or claim bonuses fraudulently.
• Money laundering through repeated deposits and withdrawals with no genuine intent to play.
• Providing false information during registration or the KYC process.
• Threatening, harassing, or abusing the customer support team or other players.
• Intentionally exploiting bugs or technical vulnerabilities on the platform without reporting them to the surga11 team.

8Privacy & Personal Data Protection

Surga11 is committed to protecting the privacy and personal data of all our players in accordance with applicable data protection laws. The collection, use, and storage of your personal data is governed entirely by Privacy Policy which forms part of this agreement.

• Your personal data will not be sold or shared with third parties without your consent, except where required by law or a competent authority.
• Surga11 uses 256-bit SSL encryption to protect all data transmitted between your device and our servers.
• You have the right to request a copy of the personal data we hold or to request its deletion by contacting our support team.
• Cookies and tracking technologies are used to enhance your user experience. You can manage your cookie preferences through your browser settings.

9Account Suspension & Closure

Surga11 reserves the right to suspend or close any account at any time for reasons including but not limited to terms violations, suspicious activity, regulatory authority requests, or at the player's own request.

Closure at the player's request:

• You may request account closure at any time by contacting the surga11 support team.
• All valid account balances will be processed for withdrawal once KYC is complete and there are no active investigations on your account.
• Self-exclusion requests for responsible gaming purposes will be processed immediately.

Closure by Surga11:

• If an account is closed due to a terms violation, the account balance may be frozen pending completion of the investigation.
• The final decision on disputed account balances rests at the sole discretion of surga11 management.

10Liability Limit & Disclaimer

Surga11 provides online gaming services on an "as-is" basis and makes no guarantee that the platform will always be free from technical disruptions, errors, or system failures beyond our control.

• Surga11 is not liable for any indirect, consequential, or special losses arising from use of the platform.
• We do not guarantee that the platform will always be accessible without interruption, although we strive to achieve 99.8% uptime.
• Any technical issues affecting game outcomes will be thoroughly investigated, and a fair decision will be made based on system records.
• Surga11 is not responsible for any financial decisions you make based on information on our platform.

11Responsible Gaming

Surga11 actively promotes responsible gaming practices. We believe gaming should be purely a source of entertainment and not a cause of financial or emotional distress. Our platform provides a range of self-control tools to help players stay within healthy limits:

• Deposit Limit: Set your daily, weekly, or monthly deposit limits directly from your account settings.
• Loss Limit: Set a maximum loss amount for a given period.
• Cool-off Period: Suspend your account for anywhere from 24 hours to 6 months.
• Self-Exclusion: Block access to your account entirely, either permanently or for a specified period.
• Session Time Limit: Set time reminders to help you manage your playing time.

If you need assistance or would like to learn more about responsible gaming practices, please visit the Responsible Gaming for information and professional support resources.

12Terms Amendment & Governing Law

Surga11 reserves the right to update, amend, or replace any part of these Terms and Conditions at any time. All amendments take effect immediately upon publication on this page, unless a different effective date is specifically stated.

• Players will be notified of significant amendments via in-app or platform notifications.
• Continued use of the Surga11 platform after any amendment is published constitutes acceptance of the updated terms.
• It is your responsibility to review this page regularly to ensure you are always aware of the latest terms.

These Terms and Conditions and any disputes arising from them are subject to applicable law. By using Surga11, you agree that any legal action or claim shall be resolved through an arbitration process mutually agreed upon by both parties.