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These terms govern how your pg11 account works — from how you access the platform to how transactions are processed through Touch 'n Go eWallet, DuitNow, and Bank Transfer. Read through each section so you know exactly where you stand before you explore the account dashboard or raise a support request.
These terms form the agreement between you and pg11 each time you access your account or carry out a transaction. By logging in, you confirm that you have read and accept what is written here. We may update these terms when our services change; the current version is always shown on this page, and continued use after an update means you accept the revised terms. Access to the platform depends on local law in your region. Where eligibility is in question, availability is limited to regions where local law permits it. We do not make representations about legal status in jurisdictions outside those we currently support. All financial movement through your account — whether via Touch 'n Go eWallet, DuitNow, or direct Bank Transfer — is subject to the transaction rules set out in the relevant section below. Processing is carried out according to the method you select at the point of transaction; we do not guarantee any specific timing, and actual processing depends on your payment provider's own terms. If any part of these terms conflicts with instructions shown in your account dashboard, the dashboard instructions reflect the current operational position and should be followed. Raise a question through our support channel if anything is unclear.
Transactions via Touch 'n Go eWallet are processed subject to the e-wallet provider's own terms alongside ours.
DuitNow transfers are confirmed once the receiving account reflects the amount; check your account wallet for the current status.
Direct Bank Transfer requests are reviewed against the account details on file; ensure your registered bank details are current.
Not everything connected to your pg11 experience is covered by the same set of rules. These terms draw a clear line between what we are responsible for and what falls under third-party arrangements. Understanding the boundary helps you know exactly where to direct a question.
Your login credentials, session security, and account settings fall fully within these terms. We set the rules for how accounts are created, maintained, and closed.
Deposits and withdrawals processed through Touch 'n Go eWallet, DuitNow, or Bank Transfer are covered here. Third-party payment provider rules apply alongside ours once funds leave or arrive at our platform.
Game content supplied by studios such as Microgaming, Pragmatic Play, Habanero, and PlayStar is governed by each provider's own content terms. We make that content available; we do not set its internal mechanics.
Any service you access via a link from our platform — including payment apps or external sites — operates under its own terms. We are not party to those agreements and carry no liability for them.
These terms are not just obligations on your part — they also define what you can ask of us. You have the right to review any transaction record held against your account, to request a correction where details are inaccurate, and to contact support when you believe something has not been handled according to the terms published here. Log in and open the account history section to see the full record of deposits, withdrawals, and any adjustments made. If a detail looks wrong — a registered name, a linked payment method, or a contact address — the account settings page shows the fields you can update directly. For anything that cannot be changed in settings, raise it through the support channel and we will tell you what documentation is needed. We aim to respond to account queries and correction requests within the timeframe shown in your support ticket once it has been raised.
Your full transaction history is visible under account history after login. Each entry shows the method used — Touch 'n Go eWallet, DuitNow, or Bank Transfer — along with the date and amount.
Update your registered email, contact number, or linked payment details directly in account settings. Changes that require identity verification will prompt you for the relevant documents.
If you believe a transaction or account action does not match what these terms describe, open a support ticket. Include the transaction reference shown in your account history so the team can locate the record.
Support contact paths are listed in the section below. Response times depend on query type and are shown in the ticket confirmation you receive after submitting.
When a terms-related question comes up, we want you to get a straight answer without having to search for the right channel. The routes below are the ones to use for account, transaction, and policy queries.
The fastest route for account and transaction queries. Open the chat icon from any page on pg11 after login and describe the issue — include your transaction reference if you have one.
For detailed policy questions or correction requests that need documentation, email is the right channel. Send to the address listed in your account dashboard under the support section.
Many terms-related questions can be answered by checking the current state shown in your account dashboard after login — transaction status, registered details, and the current version of these terms all sit there.
Your account data — contact details, transaction history, and payment method records — is held to support the service we provide. We do not sell or share it with third parties outside what is needed to process your transactions through Touch 'n Go eWallet, DuitNow, or Bank Transfer, or to meet obligations required by applicable local law.
We retain account and transaction records for the period required to support your account and meet any applicable legal obligations. The retention period applicable to your account type is shown in the account settings section after login.
Cookies are used to keep your session active and to remember account preferences across visits on mobile and desktop. You can review cookie settings via the preference panel linked in the site footer.
Your account is protected by login credentials you control. We recommend keeping your password unique to pg11 and reviewing the active-session list in account settings if you notice unfamiliar activity.
To request deletion, correction, or a copy of the data we hold for your account, raise a request through the support channel. We will confirm receipt and follow the process set out in our data handling policy.
Here are the questions we hear most often about how these terms work and what they mean for your account.
We update these terms when our services change. The date at the top of this page shows when it was last revised. If you continue using your account after a revision is posted, that counts as acceptance. Check this page directly if you want to review the current version at any time.
If you do not agree with a revision, you should stop using the account and contact support to close it. Continued login after updated terms are published means you have accepted them. Our support team can walk you through the account closure process if needed.
Open your account history, locate the transaction reference, then raise a support ticket with that reference included. We will review the record against the transaction log. Note that disputes involving the payment provider's own processing are also subject to that provider's dispute process.
Yes. Submit a data request through the support channel — email is the right route for this. Include your registered account name and contact details so we can verify the request against our records before sending anything.
The account terms apply the same way regardless of payment method. The operational steps differ — Bank Transfer requires matching registered bank details on file, while Touch 'n Go eWallet and DuitNow use the linked account tied to your registered contact. The current requirements for each method are shown at the point of transaction in your account.
Raise the matter through live chat or email support, and reference the specific section of these terms you believe applies. We will log the query and respond through your support ticket. If the matter relates to a specific transaction, include the reference from your account history.