m11 Account & Payment FAQ

We at m11 collect and store your personal data (name, date of birth, identification number, address, email, phone number, and payment details) to verify your identity, process transactions, and comply with regulatory requirements in our operating jurisdictions. Your data is encrypted and stored on secure servers. We do not share your personal information with third parties except as necessary to process payments, verify your identity, or comply with legal obligations. You can review and update your account information at any time through your m11 account settings. For a complete explanation of how we collect, use, and protect your data, see our privacy policyIf you have concerns about your data or wish to request deletion, contact our support team.

Our support team responds to queries submitted through the help centre on m11 during standard business hours. Most inquiries receive a response within a few hours to one business day. Response times may be longer during peak periods or public holidays such as Imlek or Nyepi. For urgent account issues (such as suspected unauthorized access), flag your query as urgent when submitting it. We provide support in English. If you do not receive a response within the expected timeframe, resubmit your query or contact our support team directly through the help centre. We aim to resolve most account and payment questions without requiring escalation.

m11 services are available only in jurisdictions where online gaming and wagering are permitted by local law. We do not offer our services in jurisdictions where online gaming is prohibited. Users are solely responsible for verifying that access to and use of m11 comply with the laws of their own jurisdiction. We maintain geographic access controls to prevent service access from restricted regions, but we cannot guarantee complete blocking. If you are uncertain whether m11 operates legally in your location, consult a local legal professional or your jurisdiction's regulatory authority before creating an account. For detailed information about our jurisdiction policy, see our legal notice

If a deposit or withdrawal transaction does not complete, check your account balance on m11 to confirm whether the funds were credited or debited. If you initiated a deposit via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, or direct bank transfer and the transaction failed, the funds should be returned to your payment method within one to two business days. If the funds do not appear, contact your bank or e-wallet provider to confirm the transaction status. For withdrawals, if your request was rejected during review, you will receive a notification explaining the reason. Common reasons include unverified account details, pending disputes, or insufficient funds. If a withdrawal was approved but the funds did not arrive at your bank account (online payment, e-wallet, mobile banking, local payment) or e-wallet, contact our support team with your transaction reference number and bank details. We will investigate and assist in resolving the issue.

To place a bet on Liga 1 matches through m11, log into your account and navigate to the sportsbook section. You will see a list of upcoming Liga 1 fixtures with available betting markets (such as match outcome, total goals, or player performance). Select a match and a market, enter your stake, and confirm your bet. Your bet is recorded in your account history. Bets are settled according to the official match result. If a match is postponed or cancelled, bets are typically voided and your stake is returned. For detailed rules about specific betting markets, odds, and settlement procedures, refer to our terms and conditionsIf you have questions about a specific bet or market, contact our support team.

Live-dealer blackjack on m11 is played with a real dealer in a multi-camera studio, streamed to your device in real time. You see the dealer, the cards, and the table, and you place bets and make decisions through the interface. Standard (or RNG) blackjack is computer-generated — the dealer and cards are simulated by software. Live-dealer blackjack offers a more immersive experience and is often preferred by players who value the authenticity of a real dealer and table. Both versions follow standard blackjack rules: the goal is to reach 21 without going over, and the dealer must hit on 16 and stand on 17. Live-dealer tables on m11 include blackjack, roulette, baccarat, and Dragon Tiger. Betting limits and specific rules may vary by table. Choose the version that suits your preference.

Yes. m11 offers betting markets on esports tournaments including Mobile Legends, Free Fire, and PUBG Mobile. When a tournament is scheduled, you will see upcoming matches listed in the esports section of the sportsbook. Available markets typically include match outcome (team A wins or team B wins), map winners, and other tournament-specific props. Esports bets are settled based on the official tournament result. If a match is postponed or cancelled, bets are typically voided. Esports markets operate on the same principles as football betting — select a match, choose a market, enter your stake, and confirm. For current tournament schedules and available markets, check the esports section on m11. Rules and settlement procedures are detailed in our terms and conditions.

m11 hosts scheduled slot tournaments where players compete on specific games such as Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways. Tournaments are announced in advance with clear start and end dates. During a tournament, your spins on the designated game contribute to a leaderboard based on your win multiplier or total winnings. Players are ranked against others participating in the same tournament. Prizes or rewards may be offered to top-ranked players, subject to tournament terms. Tournaments are a way to add variety to slot play and are separate from regular slot sessions. Entry to tournaments may be free or require a small fee — details are shown when you enter. Tournament results are final and based on the game's RNG (random number generator). For current tournament schedules and rules, check the tournaments section on m11.

Two-factor authentication (2FA) adds an extra layer of security to your m11 account. To enable 2FA, log into your account and navigate to the security settings. You will be prompted to link your mobile phone number. m11 will send a verification code to your phone via SMS. Enter the code to confirm. Once enabled, every time you log in from a new device or location, you will be asked to enter a code sent to your phone. This prevents unauthorized access even if someone obtains your password. We recommend enabling 2FA immediately after opening your account. If you lose access to your phone number, contact our support team to update your 2FA settings. Keeping your account secure protects your funds and personal information.

If you suspect unauthorized access to your m11 account, take immediate action. First, change your password by logging out and using the password reset function. If you cannot log in, contact our support team right away and flag your query as urgent. Provide details about the suspicious activity (unusual login location, unexpected transactions, or balance changes). Our team will review your account, verify your identity, and take steps to secure it. If unauthorized transactions have occurred, we will investigate and work to resolve the issue. To prevent unauthorized access in the future, enable two-factor authentication, use a strong unique password, and do not share your login details with anyone. If you use a shared device, always log out after your session. Report any security concerns immediately — do not wait.

Identity verification (KYC — Know Your Customer) is required to open and use an m11 account. During registration, you provide your legal name, date of birth, and residential address. You will then be asked to upload a copy of a valid government-issued ID (such as a passport or national ID card) and proof of address (such as a utility bill or bank statement). Our verification team reviews these documents to confirm your identity and age. Verification typically takes one to two business days. Once verified, you can deposit and withdraw funds. If your documents are rejected, you will receive a notification explaining why. Common reasons include poor image quality, expired documents, or mismatched information. Resubmit corrected documents as instructed. Verification is a one-time process and is required by law in our operating jurisdictions.

If you forget your m11 password, use the password reset function on the login page. Click "Forgot password?" and enter your email address or username. m11 will send a password reset link to your registered email. Click the link and follow the instructions to create a new password. The reset link is valid for a limited time. If you do not receive the email, check your spam folder or wait a few minutes and try again. If you still cannot reset your password, contact our support team. You will need to verify your identity by providing your account details and registered email address. Once verified, our team can assist with password recovery. For security reasons, we do not reset passwords over the phone or without email verification. Always use a strong password with uppercase, lowercase, numbers, and special characters.