Responsible Gaming — Play Smart, Stay in Control

At rich11, we believe that gambling should always be a form of entertainment — never a source of financial stress, emotional hardship, or personal harm. We are deeply committed to responsible gaming as a core part of how we operate, not an afterthought. Every feature we build, every promotion we run, and every interaction we have with our players is designed with player wellbeing in mind.

We serve players across Bangladesh — in Dhaka, Chittagong, Sylhet, Khulna, Rajshahi, Barisal, Rangpur, Mymensingh, and Cox's Bazar — and we understand that for some players, gambling can become more than just a pastime. Problem gambling is a recognised condition that can affect anyone regardless of age, background, or income. Identifying it early and acting on it is something rich11 actively supports.

This page outlines the tools, resources, and guidance available to all rich11 players who want to manage their gambling habits proactively, as well as those who feel their gambling may have become a problem. All tools described here are available free of charge to every registered player, 24 hours a day, 7 days a week.

rich11 operates exclusively for adults aged 21 years and above. This is not merely a policy guideline — it is a firm rule that is enforced through our Know Your Customer (KYC) verification process at the time of account registration and before any withdrawal is approved. Players are required to submit a valid government-issued ID, such as a Bangladesh National ID Card (NID) or passport, to confirm their age and identity before they can access full platform features.

If we have any reason to believe that a player may be under 21, we reserve the right to suspend the account immediately, freeze any funds deposited, and request additional documentation before allowing further access. Accounts found to belong to individuals under 21 will be permanently closed and any deposits returned in line with our standard procedures.

If you are aware of a minor who has attempted to register on rich11, we urge you to contact our support team immediately at [email protected]. Protecting young people from exposure to gambling is a responsibility we share with parents, guardians, and the wider community.

For households where minors have access to shared devices, we strongly recommend using parental control software to restrict access to gambling websites. This adds an additional layer of protection beyond what rich11 itself can provide.

rich11 allows every player to set a personal deposit limit that restricts the total amount of money that can be deposited into your account within a defined time period. You can choose from the following limit types:

• Daily deposit limit: The maximum amount in Bangladeshi Taka (৳) you can deposit within any single 24-hour period.
• Weekly deposit limit: The maximum total you can deposit across a rolling 7-day window.
• Monthly deposit limit: A broader cap on total deposits across a 30-day calendar period.

Deposit limits take effect immediately when you set them. If you wish to reduce your limit further, the change is applied straight away. If you wish to increase a limit or remove one, a mandatory cooling-off period of 7 days applies before the increase takes effect — this delay is intentional and exists to protect players from making impulsive decisions in the heat of the moment.

To set or update your deposit limits, navigate to the Responsible Gaming section within your rich11 account settings, or contact our support team at [email protected] and they will assist you directly.

Time-out features activate immediately upon request. During any time-out period, your account balance is preserved safely and you will retain access to your transaction history for reference. All pending withdrawals will continue to be processed normally during a time-out period.

To activate a time-out, visit the Responsible Gaming section in your account settings or contact support directly. All time-out requests submitted via the support team are processed within one hour of receipt.

If you feel that gambling has moved beyond entertainment and is having a negative impact on your life — financially, emotionally, or in terms of your relationships and responsibilities — self-exclusion is the most effective tool available to you on rich11.

Self-exclusion allows you to permanently or temporarily block your access to the rich11 platform for an extended period. Available self-exclusion durations include:

• 6 months — a medium-term exclusion for players who need a significant break to reassess their habits.
• 1 year — a longer exclusion period that provides substantial distance from gambling activity.
• 5 years — for players who need an extended period of abstinence.
• Permanent exclusion — a lifelong ban from the rich11 platform with no option for reinstatement.

Once self-exclusion is activated, rich11 will immediately close your account to new bets, deposits, and logins. You will be removed from all marketing communications for the duration of the exclusion. Any balance remaining in your account at the time of self-exclusion will be returned to you via your registered bKash or Nagad account within 3–5 business days.

To request self-exclusion, contact our support team directly at [email protected]. Please include your registered phone number or email address and the exclusion duration you are requesting. Our team will process the request within one hour, 24 hours a day, 7 days a week — including during Eid, Pohela Boishakh, Victory Day, and all other Bangladesh public holidays.

We strongly encourage any player seeking self-exclusion to also speak to a trusted friend, family member, or professional counsellor about what they are going through. Self-exclusion is a brave and positive step — rich11 fully supports your decision.

Problem gambling can develop gradually and is not always easy to recognise in yourself. The following are common warning signs that your gambling habits may be moving into harmful territory. If several of these apply to you, we encourage you to use one of the tools described on this page or contact our support team:

Honest self-reflection is the first step toward healthier gambling habits. Consider the following questions carefully and answer them honestly — no one else will see your answers:

Our responsible gaming support specialists are trained to listen without judgement and to help you identify the right tools or steps for your situation. Whether you want to set a deposit limit, activate a time-out, request self-exclusion, or simply talk about what you are experiencing, we are ready to help.

All responsible gaming communications are handled with complete confidentiality. Your request will not affect the status of any pending withdrawals, and your account data will be handled in accordance with our Privacy Policy.

We also encourage players who feel they need additional professional support to speak with a qualified counsellor or mental health professional. Responsible gaming begins with rich11, but a wider network of support is available to you if you need it.